EXIN EX0-115 問題集

質問 1：
The contents of a service must be agreed between the service provider and the interested parties.
Which aspect, as per ISO/IEC 20000-1 should be documented for each agreed service report?
A. Cost
B. Formatting
C. Purpose
D. Delivery method
正解：C

質問 2：
The ISO/IEC 20000 standard requires that service reports are produced using information based on service delivery and SMS activities.
How are these service reports used?
A. to compare the performance of the Service desk with service targets
B. as input to financial management in order to determine charges for the service
C. as the basis for making management decisions and taking actions based on findings
D. to present a professional image of the company
正解：C

質問 3：
When should the final closure of an Incident record be completed?
A. When the Incident has been dispatched outside the Service desk department.
B. When all relevant information for classification and routing has been entered.
C. When the Incident is solved and normal operation is restored.
D. When the user or customer has been given the opportunity to confirm that the service is restored.
正解：D

質問 4：
One of the key activities in Supplier management is managing contracts with various suppliers.
Which activity would not be included according to ISO/IEC 20000-1?
A. ensuring the contract reflects current requirements
B. defining criteria for subcontractors
C. defining a point of contact who manages the relationship
D. monitoring supplier performance against agreed targets
正解：B

質問 5：
Which statement below is not a purpose of Supplier Management procedures?
A. That business transactions between all parties are recorded
B. That the suppliers understand their obligation to the Service Provider
C. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D. That information on the performance of all suppliers can be observed and acted upon
正解：C

質問 6：
When implementing Service management, what is the recommended method to deliver the best possible service to meet a customer's business needs?
A. Combine the best practices fromITIL@CobiTTMand Six Sigma@to meet the customer's business needs.
B. The Service management processes should meet the requirements in ISO/IEC 20000.
C. All employees should have attended anIT service management Foundation course.
D. Each service management process needs to have its own dedicated process manager.
正解：B

質問 7：
Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
A. to be able to charge to the correct users of the service
B. to prevent repetitive occurrence of Incidents
C. to be able to provide reports to management
D. to provide input to the Capacity Database
正解：B