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<strong>Exam</strong> Code: <strong>EX0</strong><strong>114</strong><br />
Vendor: EMC<br />
<strong>Exam</strong> Name: IT Service Management<br />
Foundation Bridge based on ISO/IEC<br />
20000<br />
Cert Name: ITSM ISO IEC 20000/<br />
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Exin<br />
<strong>EX0</strong>-<strong>114</strong><br />
<strong>Exam</strong> Name:<br />
IT Service Management Foundation Bridge based on<br />
ISO/IEC 20000<br />
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Product: Demo
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Question: 1<br />
Which of the following is a benefit of ISO/IEC 20000 certification?<br />
A. It guarantees that all certified IT Service Management processes are at least audited by a registered<br />
certification body once a year.<br />
B. It shows that a company manages IT Services according to an independently audited quality<br />
standard.<br />
C. It shows that a company takes quality seriously and that each service is independently audited<br />
before it is being delivered.<br />
D. It shows that the highest possible quality level has been achieved.<br />
Answer: B<br />
Question: 2<br />
What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?<br />
A. the Service Level Plans<br />
B. the Service Management Plans<br />
C. the SLAs with the other parties<br />
D. the SLAs with the customers<br />
Answer: D<br />
Question: 3<br />
When improving the IT Service Management system, what needs to be considered to ensure ongoing<br />
compliance with the service providerWhen improving the IT Service Management system, what needs<br />
to be considered to ensure on-going compliance with the service provider? corporate objectives /<br />
requirements?<br />
A. A competitor process management systemA competitor? process management system<br />
B. Any standards defined by the company itself<br />
C. The budget available to the Personnel Department<br />
D. The time to update the process documentation<br />
Answer: B<br />
Question: 4<br />
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What is the definition of quality according to ISO 9000?<br />
A. Quality is when all features of a service which are agreed with the customer are being delivered to<br />
the customer.<br />
B. Quality is when the expectations from the customer to a certain service or product are being<br />
delivered to the customer.<br />
C. Quality is when the requirements and expectations of all stakeholders involved in the product<br />
lifecycle are being fulfilled.<br />
D. Quality is when the agreed service levels of a specific and defined service are met during more then<br />
six subsequent periods.<br />
Answer: A<br />
Question: 5<br />
Which of the following actions should be taken to ensure continual improvement of a Service<br />
Management System?<br />
A. Analyze and evaluate the existing situation to identify areas for improvement.<br />
B. Analyze customer satisfaction and identify resulting actions.<br />
C. Review the Service Management System at least annually.<br />
D. Start an internal service organization evaluation.<br />
Answer: A<br />
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