EX0-114 実際試験問題と解答 - 模擬練習 - 受験自信を増やす

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Question No : 1
What is the best definition of "Quality system"?

A.ability to maintain availability of the IT infrastructure, services and supporting organization to ensure theserequirements are met consistently
B.mandatory Quality management practices followed by everyone in the service provider organizations
C.organizational structure related to responsibilities, procedures and resources for implementing qualitymanagement
D.set of the measures and procedures used to ensure that the services provided continue to fulfill theexpectations of the customer and the relevant agreements

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Question No : 2
What does Service Management aim to achieve?

A.to exceed expectations at all times based on solid processes followed rigidly at all times
B.to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
C.to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
D.to provide well-defined processes and measures, by which the Service Management organization can ratetheir quality for the customer

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Question No : 3
Which of the following activities in the Problem Management process is related to the Change Management process?

A.identifying Problems
B.classifying Problems
C.correcting Problems
D.investigating a solution

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Question No : 4
Which process is responsible for registering the relationships within the IT infrastructure?

A.Asset Management
B.Change Management
C.Configuration Management
D.Release Management

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Question No : 5
What is a parameter for measuring progress relative to key objectives in an organization?

A.Balanced Scorecard (BCS)
B.Critical Success Factor (CSF)
C.Key Performance Indicator (KPI)
D.Service Improvement Program (SIP)

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Question No : 6
What is the objective of the service reporting process?

A.to document measures taken to manage information security effectively within all service activities
B.to minimize disruption to the business by using the information contained in reports in order to identify andanalyze the cause of Incidents
C.to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
D.to provide progress reports on the planning and implementation of service management

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Question No : 7
What is meant by the Urgency of an Incident?

A.the degree to which the solution of an incident tolerates delay
B.the degree to which the incident gives rise to a deviation from the normal service level
C.the time needed by IT Services to resolve the incident
D.the relative importance of the incidents when handling them

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Question No : 8
What is a best practice for Capacity Management?

A.A Capacity plan documenting the actual performance and the expected requirements should be produced atleast annually.
B.Decisions about service provision should be based on cost effectiveness comparisons.
C.The resilience of the infrastructure components should be measured and included in the Capacity plan.
D.The Service Catalog should be maintained and kept up-to-date.

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Question No : 9
What may define the scope of Service Management in the Service Management plan?

A.the location of the services
B.the number of staff
C.the size of the infrastructure
D.the specific processes undertaken

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Question No : 10
When can the building and testing of a Change begin?

A.As soon as the impact analysis has been discussed by the members of the Change Advisory Board
B.As soon as there is a correct network plan for the change
C.As soon as the Request for Change (RFC) has been formally authorized
D.As soon as the Request for Change (RFC) has been classified

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Question No : 11
A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered. What is the name of the document?

A.Service Catalog
B.Service Level Agreement (SLA)
C.Service Level Requirement
D.Underpinning Contract

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Question No : 12
What is a purpose of ISO/IEC 20000?

A.to promote the adoption of an integrated process approach
B.to promote the adoption of IT governance
C.to provide best practice guidance on IT Service Management
D.to provide best practice guidance on security management

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Question No : 13
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A.annually
B.monthly
C.only when there is a business need to change the service
D.quarterly

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Question No : 14
Which processes should the Plan, Do, Check, Act methodology be applied to?

A.all of the processes within the scope
B.the Planning & Implementing Service Management process
C.the Requirements for a Management System process
D.those that support business critical services

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Question No : 15
One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location. What is the name of this location?

A.Capacity Database
B.Configuration Management Database (CMDB)
C.Definitive Software Library (DSL)
D.Software Distribution Library

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EXIN EX0-114 問題練習