EX0-114 試験問題を無料オンラインアクセス

What defines Service Quality?

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

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

• A.Service Level Management
• B.Business Relationship Management
• C.Change Management
• D.Release Management

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

• A.A documented organizational and operational structure
• B.Systematic processes for ticket recording and follow-up only
• C.A software system to monitor the key performance indicators (KPIs)
• D.A software system for the ticket

What is a Configuration Baseline?

• A.A benchmark of the service provider's capability
• B.A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
• C.The change requests allocated to a release
• D.A configuration audit report

What is known as a temporary solution that enables the user to continue working?

• A.Service Request
• B.Known Error
• C.Workaround
• D.Request For Change (RFC)