EXIN EX0-103 Online Practice Questions and Exam Preparation

EXIN EX0-103 Online Questions & Answers

• Question 101:

  An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

  A. agreeing to the quality policy and objectives with the Change Manager
  B. determining and providing the resources necessary to attain the quality objectives
  C. determining the needs and expectations of Customers and other interested parties
  D. establishing methods to measure the effectiveness and efficiency of each process
  A. agreeing to the quality policy and objectives with the Change Manager

• Question 102:

  What is the recommendation with regard to the implementation of an emergency Change?

  A. Only the senior manager should authorize emergency Changes.
  B. The Change process should be completely bypassed.
  C. There is a separate process for emergency Changes.
  D. Where possible the Change process should be followed.
  D. Where possible the Change process should be followed.

• Question 103:

  To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?

  A. all ISO/IEC 20000 processes
  B. Availability Management
  C. Configuration Management
  D. Incident Management
  D. Incident Management

• Question 104:

  What does the concept of "quality" comprise?

  A. satisfying customer requirements
  B. gaining ISO/IEC 20000 certification
  C. execution of Service Level Agreements (SLAs) only
  D. maximizing utilization of personnel capacity
  A. satisfying customer requirements

• Question 105:

  Why is it important for Service Providers to provide documents and records?

  A. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
  B. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
  C. to ensure effective planning, operation and control of Service Management
  D. to ensure employees are aware of the relevance and importance of their work activities
  C. to ensure effective planning, operation and control of Service Management

• Question 106:

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

• Question 107:

  What is part of the policy for Budgeting and Accounting for IT Services?

  A. Rules governing the handling of variances against budgets
  B. The charging mechanism
  C. The costs of the Underpinning Contracts (UCs) over a fixed period
  D. The percentage of 'hidden' end-user costs
  A. Rules governing the handling of variances against budgets

• Question 108:

  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
  A. sufficient Capacity to meet agreed current and future demands

• Question 109:

  When should the final closure of an Incident record be completed?

  A. when all relevant information for classification and routing has been entered
  B. when the Incident has been dispatched outside the Service Desk department
  C. when the Incident is solved and normal operation is restored
  D. when the initiating user has been given the opportunity to confirm that the service is restored
  D. when the initiating user has been given the opportunity to confirm that the service is restored

• Question 110:

  What is the objective of the Service Continuity and Availability Management processes?

  A. to ensure agreed effective communication towards Customers
  B. to ensure that agreed levels of service commitments to Customers can be met in all circumstances
  C. to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
  D. to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
  C. to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances