IT업계 종사자라면 누구나  EXIN EX0-114 (IT Service Mgmt Foundation Bridge based on ISO/IEC 20000 )시험을 패스하고 싶어하리라고 믿습니다. 많은 분들이 이렇게 좋은 인증시험은 아주 어렵다고 생각합니다. 네 맞습니다. 패스할 확율은 아주 낮습니다. 노력하지 않고야 당연히 불가능한 일이 아니겠습니까? EXIN EX0-114 (IT Service Mgmt Foundation Bridge based on ISO/IEC 20000 )시험은 기초 지식 그리고 능숙한 전업지식이 필요 합니다. Pass4Test는 여러분들한테 EXIN EX0-114 (IT Service Mgmt Foundation Bridge based on ISO/IEC 20000 ) 시험을 쉽게 빨리 패스할 수 있도록 도와주는 사이트입니다. Pass4Test의  EXIN EX0-114 (IT Service Mgmt Foundation Bridge based on ISO/IEC 20000 )시험관련 자료로 여러분은 짧은 시간내에 간단하게 시험을 패스할수 있습니다. 시간도 절약하고 돈도 적게 들이는 이런 제안은 여러분들한테 딱 좋은 해결책이라고 봅니다.

NO.1 Due to excessive workload, the Desktop Support group has been unable to meet their agreed service
levels. One of the major contributing factors is the time being spent in direct communication with users.
Which Process or Function can help to alleviate some of this workload?
A. Incident Management
B. Problem Management
C. Service Desk Service
D. Level Management
Answer: C

NO.2 What is required to be in place for emergency changes?
A. Capacity plans
B. Controlled Acceptance Test environment
C. policies and procedures
D. Service Continuity Plans
Answer: C

NO.3 Which of the following is a best practice concerning information security risk assessment?
A. Information security risk assessments should be carried out by an external auditor to maintain
objectivity.
B. Information security risk assessments should be performed as a result of the review of every incident.
C. Information security risk assessments should be performed at agreed intervals and be maintained
duringchanges.
D. Information security risk assessments should be performed once a year.
Answer: C

NO.4 What data is recorded when an incident is reported to the Service Desk?
A. the name of the person reporting the Incident
B. the name of the person handling the Problem
C. the name of the person who approves the Request for Change (RFC)
D. the names of persons who are authorized to implement Changes in the Configuration
ManagementDatabase (CMDB)
Answer: A

NO.5 A company decides to apply the principle of continual improvement. Which action would result from this
decision.?
A. Analyze and evaluate the existing situation to identify areas for improvement
B. Analyze customer satisfaction and identify resulting actions
C. Review the Service Management System at least annual
D. Start an internal service organization evaluation
Answer: A

NO.6 Which process aims to prevent incidents resulting from changes to the IT infrastructure?
A. Availability Management
B. Change Management
C. Incident Management
D. Problem Management
Answer: B

NO.7 What is the difference between a process owner and a process manager?
A. a process owner is responsible for the effectiveness of the process and a process manager is
responsiblefor the realization of the process
B. a process owner is a director and a process manager is a manager
C. a process owner must have a Manager's Certificate and a process manager must have a
Practitioner'scertificate
D. a process owner will work directly with business leadership and the process manager only works within
IT
Answer: A

NO.8 Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of
the most difficult?
A. constant quality
B. incorporating technological innovations
C. innovating the way services are provided
D. methodological order based on best practices
Answer: A

NO.9 What is used for the assessment of maturity of organizations?
A. CMMI
B. CobITTM
C. ITIL
D. MOF
Answer: A

NO.10 What defines Service Quality?
A. A series of activities that can be assessed in advance by a provider and customer
B. Achieving a 99.999% continuous level of availability
C. Meeting stated customer requirements and expectations
D. Providing a cost-effective service
Answer: C