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

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Showing 7–9 of 10 questions

Question 7

What are the key contents of an IT Service Management system?

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    A documented organizational and operational structure
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    A software system for the ticket
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    A software system to monitor the key performance indicators (KPIs)
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    Systematic processes for ticket recording and follow-up only
Question 8

Who or what should always be informed in case a release is rejected, delayed or cancelled?

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    Business relationship management
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    Change management
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    Incident management
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    The senior management representative
Question 9

The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.

What is this advice an example of?

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    Known Error
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    Problem
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    Workaround
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    Request for Change