Online Access Free EX0-114 Exam Questions

What is meant by the Urgency of an Incident?

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

What data is recorded when an incident is reported to the Service Desk?

• A.the name of the person who approves the Request for Change (RFC)
• B.the name of the person handling the Problem
• C.the name of the person reporting the Incident
• D.the names of persons who are authorized to implement Changes in the Configuration ManagementDatabase (CMDB)

One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends. Which aspect of Problem Management accomplishes this?

• A.Identification of root causes
• B.Proactive Problem Management
• C.Error Control
• D.Problem Control

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

In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?

• A.Capacity Management
• B.Service Level Management
• C.Configuration Management
• D.Availability Management