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- EX0-115: IT Service Management Foundation based on ISO / IEC 20000
Free EX0-115: IT Service Management Foundation based on ISO / IEC 20000 Exam Questions and Answers
Last updated: April 27, 2025
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928-EX0-115: IT Service Management Foundation based on ISO / IEC 20000
#Question
What type of metrics provides insight into the performance of IT services?
A.
Service performance metrics
B.
Employee surveys
C.
Business strategy documents
D.
Financial metrics
Correct Answer:
A
Service performance metrics provide insights into how well IT services are performing and whether they meet predefined standards.
#Question
What is the primary responsibility of the Service Owner in IT service management?
A.
To oversee application development
B.
To handle user complaints
C.
To negotiate vendor contracts
D.
To manage the service lifecycle
Correct Answer:
D
The primary responsibility of the Service Owner is to manage the entire service lifecycle, ensuring effective delivery and continuous improvement.
#Question
What role does knowledge management play within an IT service management context?
A.
Eliminating the need for documentation
B.
Ensuring that critical information is shared and utilized
C.
Managing user access and permissions
D.
Reducing payroll expenses
Correct Answer:
B
Knowledge management plays a crucial role in ensuring that critical information is shared and utilized effectively throughout the organization.
#Question
What does the term "business continuity" refer to in service management?
A.
The ongoing availability of IT resources
B.
The outsourcing of non-core functions
C.
The ability to continue critical functions during incidents
D.
The process of hiring new IT staff
Correct Answer:
C
Business continuity refers to the ability of an organization to continue its critical functions during and after incidents, ensuring resilience.
#Question
What is the primary goal of IT service management frameworks such as ISO/IEC 20000?
A.
To eliminate the need for formal training
B.
To ensure the alignment between IT and business needs
C.
To reduce reliance on documentation
D.
To promote individual productivity
Correct Answer:
B
The primary goal of IT service management frameworks like ISO/IEC 20000 is to ensure alignment between IT services and business needs to provide value.
#Question
What is one benefit of aligning IT services with business objectives?
A.
Increased operational costs
B.
Decreased focus on customer needs
C.
Enhanced business performance
D.
Improved service design
Correct Answer:
C
Aligning IT services with business objectives enhances overall business performance by ensuring that IT initiatives directly support business goals.
#Question
Which of the following describes continued service delivery in an IT service management context?
A.
Ensuring that services are always active
B.
Discontinuing outdated services
C.
Maintaining service health during transitions
D.
Improving services based on user feedback
Correct Answer:
C
Continued service delivery refers to maintaining the health of services, particularly during transitions to avoid disruptions.
928-EX0-115: IT Service Management Foundation based on ISO / IEC 20000
#Question
What type of metrics provides insight into the performance of IT services?
A.
Service performance metrics
B.
Employee surveys
C.
Business strategy documents
D.
Financial metrics
Correct Answer:
A
Service performance metrics provide insights into how well IT services are performing and whether they meet predefined standards.
#Question
What is the primary responsibility of the Service Owner in IT service management?
A.
To oversee application development
B.
To handle user complaints
C.
To negotiate vendor contracts
D.
To manage the service lifecycle
Correct Answer:
D
The primary responsibility of the Service Owner is to manage the entire service lifecycle, ensuring effective delivery and continuous improvement.
#Question
What role does knowledge management play within an IT service management context?
A.
Eliminating the need for documentation
B.
Ensuring that critical information is shared and utilized
C.
Managing user access and permissions
D.
Reducing payroll expenses
Correct Answer:
B
Knowledge management plays a crucial role in ensuring that critical information is shared and utilized effectively throughout the organization.
#Question
What does the term "business continuity" refer to in service management?
A.
The ongoing availability of IT resources
B.
The outsourcing of non-core functions
C.
The ability to continue critical functions during incidents
D.
The process of hiring new IT staff
Correct Answer:
C
Business continuity refers to the ability of an organization to continue its critical functions during and after incidents, ensuring resilience.
#Question
What is the primary goal of IT service management frameworks such as ISO/IEC 20000?
A.
To eliminate the need for formal training
B.
To ensure the alignment between IT and business needs
C.
To reduce reliance on documentation
D.
To promote individual productivity
Correct Answer:
B
The primary goal of IT service management frameworks like ISO/IEC 20000 is to ensure alignment between IT services and business needs to provide value.
#Question
What is one benefit of aligning IT services with business objectives?
A.
Increased operational costs
B.
Decreased focus on customer needs
C.
Enhanced business performance
D.
Improved service design
Correct Answer:
C
Aligning IT services with business objectives enhances overall business performance by ensuring that IT initiatives directly support business goals.
#Question
Which of the following describes continued service delivery in an IT service management context?
A.
Ensuring that services are always active
B.
Discontinuing outdated services
C.
Maintaining service health during transitions
D.
Improving services based on user feedback
Correct Answer:
C
Continued service delivery refers to maintaining the health of services, particularly during transitions to avoid disruptions.
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