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EX0-115 – IT Service Management Foundation based on ISO / IEC 20000

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Showing 1–3 of 10 questions

Question 1

Which factor partly determines the priority of an Incident?

Select an option, then click Submit answer.

  • ○

    the category
  • ○

    the impact
  • ○

    the requisite resources
  • ○

    the wishes of the customer
Question 2

The effects of a disaster on IT services can be severe. Measures should be taken to prevent, detect, prepare for and mitigate these effects.

Which process is responsible for taking these measures?

Select an option, then click Submit answer.

  • ○

    Availability management
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    Information security management

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    Service continuity management
  • ○

    Service level management
Question 3

What are the key contents of a Service management system (SMS)?

Select an option, then click Submit answer.

  • ○

    a software system for the ticket system
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    a software system to monitor the Key performance indicators (KPIs)
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    definition of corporate measures to achieve the required level of quality
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    systematic processes for ticket recording and follow-up only