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最新的 EXIN Inc Certification EX0-101 免費考試真題:

1. Which one of the following statements about incident reporting and logging is CORRECT?

A) Incidents reported by technical staff must also be logged as problems
B) Incidents can only be reported by users
C) All calls to the service desk must be logged as incidents
D) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

2. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

3. What is the BEST description of an operational level agreement (OLA)?

A) A document that describes business services to operational staff
B) A document that describes to a customer how services will be operated on a day-to-day basis
C) An agreement between the service provider and an external organization
D) An agreement between the service provider and another part of the same organization

4. Which one of the following is the BEST definition of the term service management?

A) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
B) A set of specialized organizational capabilities for providing value to customers in the form of services
C) The management of functions within an organization to perform certain activities
D) Units of organizations with roles to perform certain activities

5. Which process includes business, service and component sub-processes?

A) Capacity management
B) Incident management
C) Financial management
D) Service level management

問題與答案：