EX0-115無料問題集「EXIN IT Service Management Foundation based on ISO/IEC 20000」

質問 1

Which interested party will define Service level requirements?

（A）Service provider

（B）End user

（C）Customer

（D）Supplier

正解：C 解答を投票する

質問 2

Who or what should always be informed in case a release is rejected, delayed or cancelled?

（A）Change management

（B）Business relationship management

（C）Incident management

（D）The senior management representative

正解：A 解答を投票する

質問 3

The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?

（A）Problem

（B）Request for Change

（C）Workaround

（D）Known Error

正解：C 解答を投票する

質問 4

In the context of standards, what does the term "conformity" stand for?

（A）Alignment of an audit nonconformity report to a re-audit report

（B）Quality Management System certification by an approved body

（C）Verification of supplier certification

（D）Compliance with a requirement

正解：D 解答を投票する

質問 5

Why is a Service management system required?

（A）To guarantee that Service levels will be met in all circumstances

（B）To satisfy the needs of legislative requirements across the world

（C）To manage the financial costs of service delivery according to agreed budgets

（D）To deliver a fit for purpose service that is aligned to the agreed customer requirements

正解：D 解答を投票する

質問 6

What is a valid description of an IT service?

（A）Aservice as defined in the Service catalogue

（B）Strategic support provided to a customer

（C）Something of value delivered usingIT, that is provided to a customer

（D）Aservice that is deemed critical by the customer

正解：C 解答を投票する

質問 7

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

（A）Business Relationship Management

（B）Service Level Management

（C）Release Management

（D）Change Management

正解：D 解答を投票する

質問 8

What are the key contents of an IT Service Management system?

（A）A software system for the ticket

（B）Systematic processes for ticket recording and follow-up only

（C）A documented organizational and operational structure

（D）A software system to monitor the key performance indicators (KPIs)

正解：C 解答を投票する

質問 9

What is the purpose of defining a Service management system?

（A）to provide policies and a framework to enable effective management and implementation of all services

（B）to realize a Management System framework for IT Service Management

（C）to safeguard the implementation and delivery of Service Management

（D）to ensure that new services are deliverable and manageable against the customer requirements

正解：A 解答を投票する

質問 10

The ISO/IEC 20000 standard requires that service reports are produced using information based on service delivery and SMS activities.
How are these service reports used?

（A）as input to financial management in order to determine charges for the service

（B）as the basis for making management decisions and taking actions based on findings

（C）to compare the performance of the Service desk with service targets

（D）to present a professional image of the company

正解：B 解答を投票する

EX0-115 無料問題集「EXIN IT Service Management Foundation based on ISO/IEC 20000」

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