EXIN EXIN Inc Certification EX0-103 Questions & Answers

• Question 101:

  Which statement below is not a purpose of Supplier Management procedures?

  A. That business transactions between all parties are recorded

  B. That information on the performance of all suppliers can be observed and acted upon

  C. That it is made clear that the supplier cannot subcontract part of the delivered services to theService Provider

  D. That the suppliers understand their obligation to the Service Provider

  Correct Answer: C

• Question 102:

  Who conducts the "first party audit"?

  A. An external independent organization

  B. Customers of the IT Service Management organization

  C. Other persons on behalf of the Customer

  D. The IT Service Management organization itself

  Correct Answer: D

• Question 103:

  What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

  A. The Service Level Plans

  B. The Service Management Plans

  C. The SLAs with the other parties

  D. The SLAs with the customers

  Correct Answer: D

• Question 104:

  What is mandatory to define in the Incident Management procedures?

  A. The escalation of Incidents

  B. The implementation of emergency Changes

  C. The recording of deficiencies in the Configuration Management Database (CMDB)

  D. The recording of Problems

  Correct Answer: A

• Question 105:

  Which of the following is a best practice for Capacity Management?

  A. A Capacity plan documenting the actual performance and the expected requirements shouldbe produced at least annually.

  B. Decisions about service provision should be based on cost effectiveness comparisons.

  C. The resilience of the infrastructure components should be measured and included in theCapacity plan.

  D. The Service Catalog should be maintained and kept up-to-date.

  Correct Answer: A

• Question 106:

  An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

  A. Availability Plan

  B. Business Resource Plan

  C. Capacity Plan

  D. Service Management Plan

  Correct Answer: C

• Question 107:

  Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

  A. At every change to the business environment

  B. At least annually

  C. At least bi-annually

  D. In accordance with the business needs

  Correct Answer: B

• Question 108:

  Which of the following is a benefit of ISO/IEC 20000 certification?

  A. It guarantees that all certified IT Service Management processes are at least audited by aregistered certification body once a year.

  B. It shows that a company manages IT Services according to an independently audited qualitystandard.

  C. It shows that a company takes quality seriously and that each service is independentlyaudited before it is being delivered.

  D. It shows that the highest possible quality level has been achieved.

  Correct Answer: B

• Question 109:

  What is the objective of Service Level Management?

  A. To define, agree, record and manage levels of service

  B. To ensure a sufficient amount of Capacity has been designated in order to achieve agreedservice levels

  C. To ensure that agreed service Availability committments to customers can be met in allcircumstances

  D. To establish and maintain good relationships with Customers

  Correct Answer: A

• Question 110:

  Which of the following statements is true?

  A. Change Management is the most important of the Control processes.

  B. Release Management shall be implemented only after the processes Change Managementand Configuration Management have become mature.

  C. Release Management, Change Management and Configuration Management are Controlprocesses.

  D. There shall be an integrated approach to Change and Configuration Management planning.

  Correct Answer: D