IT업계의 치열한 경쟁속에 살아 남으려면 자신의 능력을 증명하여야 합니다. 국제승인을 받는 IT인증자격증을 많이 취득하시면 취직이든 승진이든 이직이든 모든 면에서 이득을 볼수 있습니다. 최근 EXIN EX0-114 (IT Service Mgmt Foundation Bridge based on ISO/IEC 20000 ) 시험에 도전하는 분이 많은데 Pass4Test에서 EXIN EX0-114 (IT Service Mgmt Foundation Bridge based on ISO/IEC 20000 )시험에 대비한 가장 최신버전 덤프공부가이드를 제공해드립니다.
NO.1 What is used for the assessment of maturity of organizations?
A. CMMI
B. CobITTM
C. ITIL
D. MOF
Answer: A
NO.2 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.3 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.4 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.5 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.6 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.7 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.8 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
NO.9 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.10 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