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EX0-115 Exam Questions & Answers

Exam Code: EX0-115

Exam Name: IT Service Management Foundation based on ISO/IEC 20000

Updated: Apr 19, 2024

Q&As: 136

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Practice These Free Questions and Answers to Pass the ITSM Exam

Questions 1

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

Show Answer
Questions 2

When can the building and testing of a Change begin?

A. As soon as the impact analysis has been discussed by the members of the Change Advisory Board

B. As soon as there is a correct network plan for the change

C. As soon as the Request for Change (RFC) has been formally authorized

D. As soon as the Request for Change (RFC) has been classified

Show Answer
Questions 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 responsible for 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's certificate

D. a process owner will work directly with business leadership and the process manager only works within IT

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Questions 4

A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of stock and new stock is not due for two weeks. This delay will breach the agreed fulfillment time.

What action should a service provider perform if a service request cannot be fulfilled within the agreed timefra mes?

A. Cancel the request and inform the customer

B. Escalate according to procedures

C. Find a new vendor who has the request phone

D. Nothing, the service provider cannot control stock levels of the supplier

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Questions 5

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. as input to financial management in order to determine charges for the service

B. as the basis for making management decisions and taking actions based on findings

C. to compare the performance of the Service desk with service targets

D. to present a professional image of the company

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