EX0-103 Real Exam Questions and Verified Answers

Question 1 Single choice

What is the definition of Availability?

A
a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
B
a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
C
any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
D
the ability of a component or service to perform its required function at a stated instant or over a stated period of time

Show answer and explanation

Correct answer: D

Question 2 Single choice

Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do- Check-Act (PDCA) methodology?

A
to be able to allocate roles and responsibilities
B
to be able to define the objectives and requirements that are to be achieved by Service Management
C
to be able to establish the Service Management policy, objectives and plans
D
to determine whether the Service Management requirements are effectively implemented and maintained

Show answer and explanation

Correct answer: D

Question 3 Single choice

Which of the following is within the scope of the requirements of ISO/IEC 20000?

A
Charging for IT Services
B
Information Security Management
C
Operations
D
Service Desk

Show answer and explanation

Correct answer: B

Question 4 Single choice

What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

A
To improve the efficiency and effectiveness of the business
B
To improve the efficiency and effectiveness of the ITIL processes
C
To improve the efficiency and effectiveness of service delivery and management
D
To improve the efficiency and effectiveness of service support

Show answer and explanation

Correct answer: C

Question 5 Single choice

What is required for an implementation of IT Service Management to be successful?

A
A top-down approach whereby the management of the organization strongly and visiblyenforces the implementation
B
Buy-in specifically from the levels in the organization which will be operationally involved in ITService Management activities
C
The appointment of a specialist department responsible for the development of the processstructures
D
The involvement and commitment of personnel at all levels in the organization fromoperational staff to top management

Show answer and explanation

Correct answer: D

Question 6 Single choice

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)

Show answer and explanation

Correct answer: D

Question 7 Single choice

What triggers a re-test of the Availability and Service Continuity plans?

A
a major change to the business environment
B
a major disaster having occurred
C
significant periods of unplanned non-availability
D
six months having passed since the last test

Show answer and explanation

Correct answer: A

Question 8 Single choice

The appointed member of management is only responsible for the co-ordination and management of all services.
Can this person perform internal audits for the delivery processes?

A
No, because as manager he is not competent enough.
B
No, because this person is responsible for all processes and therefore he would audit his own work.
C
Yes, because this person is not responsible for the delivery processes.
D
Yes, because as manager he should have knowledge of performing internal audits.

Show answer and explanation

Correct answer: C

Question 9 Single choice

How should the Deming cycle be used?

A
as a model for continual improvement
B
as a model for customer orientation
C
as a model to be used during the design phase of the service
D
as a model to calculate the costs of service improvement

Show answer and explanation

Correct answer: A

Question 10 Single choice

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

Show answer and explanation

Correct answer: D