EXIN EX0-103 Online Practice Questions and Exam Preparation

EXIN EX0-103 Online Questions & Answers

• Question 11:

  When scoping for ISO/IEC 20000, what is it that will be audited for certification?

  A. the ITIL processes in scope
  B. the Management System in scope
  C. the sections of the standard in scope
  D. the services in scope
  B. the Management System in scope

• Question 12:

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

• Question 13:

  Who conducts the "first party audit"?

  A. An external independent organization
  B. Customers of the IT Service Management organization
  C. Other persons on behalf of the Customer
  D. The IT Service Management organization itself
  D. The IT Service Management organization itself

• Question 14:

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

• Question 15:

  A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

  A. Changes are scheduled based upon priority and risk.
  B. Contingency and back-out plans are available.
  C. Redundant products, services and licenses are decommissioned.
  D. The Release is tested to the satisfaction of the Customers.
  C. Redundant products, services and licenses are decommissioned.

• Question 16:

  Which of the following standards was the forerunner to ISO/IEC 20000?

  A. BS 1968
  B. BS 7799
  C. BS 8800
  D. BS 15000
  D. BS 15000

• Question 17:

  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
  D. taking the necessary actions to continually improve process performance

• Question 18:

  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
  D. in the Service Management plan

• Question 19:

  What is the objective of IT Service Management?

  A. to provide critical services to business customers
  B. to provide guaranteed service levels against business requirements
  C. to provide management of services to meet business requirements
  D. to provide services to the maximum level to the business
  C. to provide management of services to meet business requirements

• Question 20:

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