Free EXIN EX0-114 Exam Dumps Questions & Answers

While planning for service improvements, what is an important best practice to consider?

• A.  The progress should be monitored closely by an independent project manager to maintain objectivity.
• B.  Service improvement targets should be measurable, linked to business objectives and documented in aplan.
• C.  The progress of service improvement should be discussed at least weekly in the steering committee.
• D.  The service improvement targets should not change until the target is reached, or else no consistency ismaintained

What defines Service Quality?

• A.  Meeting stated customer requirements and expectations
• B.  Providing a cost-effective service
• C.  Achieving a 99.999% continuous level of availability
• D.  A series of activities that can be assessed in advance by a provider and customer

What is a purpose of ISO/IEC 20000?

• A.  to promote the adoption of IT governance
• B.  to provide best practice guidance on IT Service Management
• C.  to provide best practice guidance on security management
• D.  to promote the adoption of an integrated process approach

Which processes should the Plan, Do, Check, Act methodology be applied to?

• A.  the Planning & Implementing Service Management process
• B.  all of the processes within the scope
• C.  the Requirements for a Management System process
• D.  those that support business critical services

Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

• A.  Service Desk Service
• B.  Incident Management
• C.  Problem Management
• D.  Level Management