EX0-115 무료 덤프문제 온라인 액세스

Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

• A.to provide input to the Capacity Database
• B.to prevent repetitive occurrence of Incidents
• C.to be able to provide reports to management
• D.to be able to charge to the correct users of the service

A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of stock and new stock is not due for two weeks. This delay will breach the agreed fulfillment time.
What action should a service provider perform if a service request cannot be fulfilled within the agreed timefra mes?

• A.Cancel the request and inform the customer
• B.Find a new vendor who has the request phone
• C.Escalate according to procedures
• D.Nothing, the service provider cannot control stock levels of the supplier

When planning a quality approach to the Service management system, what needs to be considered to ensure on-going compliance with the service providers corporate objectives / requirements?

• A.The budget available to allocate resources
• B.IT service management best practices
• C.Any processes and policies defined by the company
• D.The time to update the process documentation

When should the final closure of an Incident record be completed?

• A.When the Incident has been dispatched outside the Service desk department.
• B.When the user or customer has been given the opportunity to confirm that the service is restored.
• C.When all relevant information for classification and routing has been entered.
• D.When the Incident is solved and normal operation is restored.

Which interested party will define Service level requirements?

• A.Service provider
• B.End user
• C.Supplier
• D.Customer