EXIN EXIN Inc Certification EX0-103 Questions & Answers

• Question 21:

  Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

  A. in a Change request

  B. in the Business Relationship Management process

  C. in the Service Level Agreement (SLA)

  D. in the Service Management plan

  Correct Answer: D

• Question 22:

  What level of Capacity is targeted by Capacity Management?

  A. sufficient Capacity to meet agreed current and future demands

  B. sufficient Capacity to meet all current and future demands

  C. sufficient Capacity to meet all development and operational requirements

  D. sufficient Capacity to meet current demands only

  Correct Answer: A

• Question 23:

  What does a quality policy aim to define?

  A. the formally expressed quality intentions and direction of an organization

  B. the legal obligations that the organization must fulfill

  C. the requirements of ISO/IEC 20000

  D. the requirements of the customer as stated in the Service Level Agreement (SLA)

  Correct Answer: A

• Question 24:

  Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

  A. First party audit

  B. Second party audit

  C. Third party audit

  D. Fourth party audit

  Correct Answer: A

• Question 25:

  In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

  A. The plan defines the tools as appropriate to support the processes.

  B. The plan details the effects of new technologies and techniques on capacity.

  C. The plan does not state any tools requirements.

  D. The plan lists how every individual process is supported by a tool.

  Correct Answer: A

• Question 26:

  Why is a scope statement for ISO/IEC 20000 important?

  A. It defines what the management system has been certified against

  B. It details all of the companies that have been certified

  C. It details all of the services that have been certified

  D. It identifies which processes have been excluded from the scope

  Correct Answer: A

• Question 27:

  Where would an IT service for the customer normally be defined?

  A. in the IT Framework

  B. in the Operational Level Agreement (OLA)

  C. in the Service Catalog or the Service Level Agreement (SLA)

  D. in the Service Report

  Correct Answer: C

• Question 28:

  Why are processes required?

  A. to be able to define quality objectives in a structured manner

  B. to ensure that service issues never arise

  C. to provide consistency in the output from activities

  D. to satisfy the needs of major outsource providers

  Correct Answer: C

• Question 29:

  What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

  A. The environmental needs of the employees in the organization are well looked after.

  B. The organization becomes more process focused and thereby more efficient.

  C. The organization behaves in a socially responsible way.

  D. The organization has less suppliers to deal with.

  Correct Answer: B

• Question 30:

  The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

  A. establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies

  B. implementation of the processes

  C. monitoring and measuring processes and services and reporting the results

  D. taking the necessary actions to continually improve process performance

  Correct Answer: D