EXIN EX0-103 Online Practice Questions and Exam Preparation

EXIN EX0-103 Online Questions & Answers

• Question 21:

  What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

  A. establishing a good relationship with the Customer
  B. service acceptance criteria
  C. setting up a process to deal with contractual disputes
  D. the process for identifying, measuring, reporting and managing improvement activities
  B. service acceptance criteria

• Question 22:

  What does a quality policy aim to define?

  A. the formally expressed quality intentions and direction of an organization
  B. the legal obligations that the organization must fulfill
  C. the requirements of ISO/IEC 20000
  D. the requirements of the customer as stated in the Service Level Agreement (SLA)
  A. the formally expressed quality intentions and direction of an organization

• Question 23:

  What is the purpose of a Problem review?

  A. To prevent computer systems from having too limited disk space so that capacity problems will not occur
  B. To provide expert help on risk assessment for optimization of security procedures
  C. To restore the service to normal operating conditions as soon as possible
  D. To seek improvements to the process and to prevent recurrence of Incidents or mistakes
  D. To seek improvements to the process and to prevent recurrence of Incidents or mistakes

• Question 24:

  While planning for service improvements, what is an important best practice to consider?

  A. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
  B. The progress of service improvement should be discussed at least weekly in the steering committee.
  C. The progress should be monitored closely by an independent project manager to maintain objectivity.
  D. The service improvement targets should not change until the target is reached, or else no consistency is maintained.
  A. Service improvement targets should be measurable, linked to business objectives and documented in a plan.

• Question 25:

  Which of the following is used for the assessment of maturity of organizations?

  A. CMMI
  B. CobITTM
  C. ITIL
  D. MOF
  A. CMMI

• Question 26:

  The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

  A. Customer satisfaction
  B. Major non-conformities
  C. Problems
  D. Resource utilization
  C. Problems

• Question 27:

  What should not be part of a Service Level Agreement (SLA)?

  A. Authorization details
  B. Escalation and notification process
  C. Impact and priority guidelines
  D. Lessons learned and improvement actions
  D. Lessons learned and improvement actions

• Question 28:

  What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

  A. The Service Level Plans
  B. The Service Management Plans
  C. The SLAs with the other parties
  D. The SLAs with the customers
  D. The SLAs with the customers

• Question 29:

  What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

  A. an updated Operational Level Agreement
  B. cost, organizational, technical and commercial impact
  C. the policies, plans and procedures of each process or set of processes
  D. the Service Management plan
  B. cost, organizational, technical and commercial impact

• Question 30:

  What should planning for a new or changed service consider?

  A. a complete review of all recent security breaches
  B. Known Errors to file systems
  C. the existing service levels
  D. verification that the appropriate level of testing is completed
  C. the existing service levels