EXIN EX0-103 Online Practice Questions and Exam Preparation

EXIN EX0-103 Online Questions & Answers

• Question 91:

  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.
  C. Yes, because this person is not responsible for the delivery processes.

• Question 92:

  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
  A. a formal closure of services

• Question 93:

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

• Question 94:

  The success and failure of Releases shall be measured. What is included in these measurements?

  A. the frequency and types of Releases
  B. the Incidents related to a Release in the period following a Release
  C. the Release dates
  D. the Request for Change (RFC)
  B. the Incidents related to a Release in the period following a Release

• Question 95:

  What services can be left out of the Service Catalogue?

  A. incidental services that are seldom delivered
  B. network-related services
  C. services that are delivered to less then 10% of the Customers
  D. no services
  D. no services

• Question 96:

  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
  A. The escalation of Incidents

• Question 97:

  It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

  A. A senior responsible owner should be assigned as chairman of the Change Advisory Board(CAB).
  B. A senior responsible owner should handle all customer complaints to be able to improvecustomer satisfaction.
  C. A senior responsible owner should ensure resourcing for service improvement activities.
  D. A senior responsible owner should have responsiblity for Customer RelationshipManagement.
  C. A senior responsible owner should ensure resourcing for service improvement activities.

• Question 98:

  Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

  A. how they can provide policies and a framework for a Management System
  B. how they contribute to the achievement of the Service Management objectives
  C. how they contribute to the Total Cost of Ownership (TCO)
  D. how they contribute to the total salary reduction
  B. how they contribute to the achievement of the Service Management objectives

• Question 99:

  During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

  A. the Auditor
  B. the Business Relationship process owner
  C. the Senior responsible owner
  D. the Service Level Manager
  C. the Senior responsible owner

• Question 100:

  What does an IT service definition include?

  A. the use of IT to support the customers business processes
  B. the use of IT to support the organizations internal business processes
  C. the use of IT to support the business processes of suppliers and partners
  D. the use of IT to improve employee satisfaction within the organization
  A. the use of IT to support the customers business processes