Online Access Free EX0-115 Exam Questions

What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?

• A.To adopt the best practices ofIT service management
• B.To adopt an integrated process approach to manage services
• C.To adopt an international standard on Information security management
• D.To adoptIT governance

In many organizations, management tasks or parts of those tasks are performed by third parties. Agreements are made with these parties that are expressed in documents.
What are these documents called?

• A.Service level agreements (SLAs)
• B.Operational level agreements (OLAs)
• C.Service contracts
• D.Underpinning contracts (UCs)

What is the objective of a Management System?

• A.to provide the policies and the framework that is needed for the effective management and implementation of all IT services
• B.to define, agree, record and manage levels of services
• C.to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
• D.to ensure that Key Performance Indicators (KPIs) are defined for all IT services

Service providers manage various documents and records to ensure effective planning, operation and control of Service management.
Which of these is a record?

• A.Service level agreement (SLA)
• B.Process description
• C.Service management policy
• D.Change Advisory Board (CAB) meeting minutes

Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

• A.A record of all future training courses for each employee
• B.An overview of all possible training modules that match with competences
• C.A chronological training record for each individual
• D.An overview of all personal details per employee