EXIN EX0-103 Online Practice Questions and Exam Preparation

EXIN EX0-103 Online Questions & Answers

• Question 31:

  New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

  A. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
  B. An approach needs to be defined for interfacing to projects that are creating or modifying services.
  C. Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
  D. The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
  A. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.

• Question 32:

  Which of the following tasks is assigned to each process manager?

  A. Channeling data to Problem Management
  B. Ensuring the process is running effectively and efficiently
  C. Following up on Incidents
  D. Setting up Service Level Agreements with the users
  B. Ensuring the process is running effectively and efficiently

• Question 33:

  Which of the following is true of process descriptions?

  A. They express the level of compliance with the requested quality characteristics.
  B. They represent a complete set of monitoring options.
  C. They describe vertical and horizontal escalation options.
  D. They complement descriptions of structural and organizational roles and responsibilities.
  D. They complement descriptions of structural and organizational roles and responsibilities.

• Question 34:

  The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

  A. How much the service costs compared to other providers of the service
  B. How much the service costs divided by an average of evaluation scores
  C. How well the service meets customer and user expectations
  D. The number of people purchasing that service
  C. How well the service meets customer and user expectations

• Question 35:

  Which of the following is a best practice concerning Information Security Risk assessment?

  A. Information Security Risk assessments should be carried out by an external auditor tomaintain objectivity.
  B. Information Security Risk assessments should be performed as a result of the review of everyIncident.
  C. Information Security Risk assessments should be performed at agreed intervals and bemaintained during Changes.
  D. Information Security Risk assessments should be performed once a year.
  C. Information Security Risk assessments should be performed at agreed intervals and bemaintained during Changes.

• Question 36:

  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
  D. to determine whether the Service Management requirements are effectively implemented and maintained

• Question 37:

  Which service changes should be documented in change records?

  A. All service changes
  B. Formal closure of services
  C. Staff recruitment
  D. User training
  A. All service changes

• Question 38:

  Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

  A. Appropriate records of education, training, skills and experience need to be maintained.
  B. At least two employees should be suitably trained for each role.
  C. Employees should have at least a relevant bachelors degree.
  D. Personnel should all have a relevant Security training according to ISO/IEC 27002.
  A. Appropriate records of education, training, skills and experience need to be maintained.

• Question 39:

  What purpose can the ISO/IEC 20000 standard serve?

  A. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
  B. It defines the requirements to be satisfied in a certification audit.
  C. It helps to decide on the requirements that need to be verified within the scope of a supply agreement.
  D. It provides a yardstick for the design of a Total Quality Management System.
  B. It defines the requirements to be satisfied in a certification audit.

• Question 40:

  Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

  A. to be able to charge to the correct users of the service
  B. to be able to provide reports to management
  C. to prevent repetitive occurrence of Incidents
  D. to provide input to the Capacity Database
  C. to prevent repetitive occurrence of Incidents