EXIN EXIN Inc Certification EX0-103 Questions & Answers

• Question 41:

  Who has a responsibility in continual improvement?

  A. the customer

  B. all employees

  C. Quality experts only

  D. Management only

  Correct Answer: B

• Question 42:

  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 customer focused.

  C. The organization behaves in a socially responsible way.

  D. The organization has less suppliers to deal with.

  Correct Answer: B

• Question 43:

  What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

  A. It allows the suppliers to have full visibility of the organization's internal processes.

  B. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

  C. It forces the organization to adopt a hierarchical management approach.

  D. It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

  Correct Answer: D

• Question 44:

  Which of the following is true of process descriptions?

  A. They express the level of compliance with the requested quality characteristics.

  B. They represent a complete set of monitoring options.

  C. They describe vertical and horizontal escalation options.

  D. They complement descriptions of structural and organizational roles and responsibilities.

  Correct Answer: D

• Question 45:

  Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

  A. it must be available in at least one hard copy and approved

  B. it must include the documented procedures specified by the standard

  C. it must include the scope of the organization's service management plan

  D. It must never include any know-how of the organization

  Correct Answer: C

• Question 46:

  The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?

  A. that all parties understand the business needs, responsibilities and obligations

  B. that the business and suppliers are directly informed of Major Incidents

  C. that the service levels for all services are consistent in the supply chain

  D. that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues

  Correct Answer: A

• Question 47:

  All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

  A. a formal closure of services

  B. a major Incident

  C. a Service Level Agreement failure

  D. an identified Problem

  Correct Answer: A

• Question 48:

  Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

  A. to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys

  B. to gather information about potential new services that might be interesting for the end users of the services

  C. to optimize the resolution processes so that service levels are exceeded

  D. to reduce Incidents during the service delivery process

  Correct Answer: A

• Question 49:

  How should the requirements for Service Continuity and Availability be identified?

  A. This should be calculated based upon historical data for major Incidents and their consequences for the organization.

  B. This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.

  C. This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.

  D. This should be made up from Service requirements and Service Level Agreements (SLAs) if available.

  Correct Answer: C

• Question 50:

  Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

  A. in a Capacity Plan

  B. in a Configuration Management Database (CMDB)

  C. in a Definitive Software Library (DSL)

  D. in a Service Level Agreement (SLA)

  Correct Answer: D