EXIN EX0-114 問題集

質問 1：
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. Start an internal service organization evaluation
C. Analyze customer satisfaction and identify resulting actions
D. Review the Service Management System at least annual
正解：A

質問 2：
What does Service Management aim to achieve?
A. to exceed expectations at all times based on solid processes followed rigidly at all times
B. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
C. to provide well-defined processes and measures, by which the Service Management organization can ratetheir quality for the customer
D. to exceed expectations occasionally, recognizing that the customer will be disappointed
at other times
正解：B

質問 3：
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
正解：B

質問 4：
Different types of events are reported to the Service Desk. Which event is an incident?
A. A report that the printer is not working
B. Information about the rollout of a specific application
C. A notification that a new toner cartridge has just been installed in a printer
D. A request for the installation of a new bookkeeping package
正解：A

質問 5：
What defines Service Quality'?
A. Achieving a 99.999% continuous level of availability
B. A series of activities that can be assessed in advance by a provider and customer
C. Meeting stated customer requirements and expectations
D. Providing a cost-effective service
正解：C

質問 6：
Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?
A. Documentation should be protected from damage due to IT related disasters.
B. Documentation should be stored at a central place and be only accessible via procedures
C. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
D. Documentation should be kept at least five years for auditing purposes.
正解：A

質問 7：
What is a best practice for Capacity Management?
A. The resilience of the infrastructure components should be measured and included in the Capacity plan.
B. A Capacity plan documenting the actual performance and the expected requirements should be produced atleast annually.
C. Decisions about service provision should be based on cost effectiveness comparisons.
D. The Service Catalog should be maintained and kept up-to-date.
正解：B

質問 8：
What is a parameter for measuring progress relative to key objectives in an organization?
A. Balanced Scorecard (BCS)
B. Key Performance Indicator (KPI)
C. Service Improvement Program (SIP)
D. Critical Success Factor (CSF)
正解：B