Online Access Free EX0-110 Exam Questions

Service providers need to provide documents and records to ensure effective planning, operation and control of Service Management. Which of these is a record?

• A.Request for change (RfC)
• B.Service Management policy
• C.Process description
• D.Service level agreement (SLA)

What is the purpose of defining the requirements for a Service Management System?

• A.To realize a Management System framework for IT Service Management
• B.To provide policies and a framework to enable effective management and implementation of all services
• C.To safeguard the implementation and delivery of Service Management
• D.To ensure that new services are deliverable and manageable against the customer requirements

What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

• A.to improve the efficiency and effectiveness of the ITIL processes
• B.to improve the efficiency and effectiveness of service support
• C.to improve the efficiency and effectiveness of service delivery and management
• D.to improve the efficiency and effectiveness of the business

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

What is the best definition of a process?

• A.A collection of activities carried out with minimum effort.
• B.A collection of activities (related or not) moving towards a common goal.
• C.A logically related series of activities to deliver a defined objective.
• D.A single, repeatable, measurable, activity, with the potential for control.