EXIN EX0-103 Online Practice Questions and Exam Preparation

EXIN EX0-103 Online Questions & Answers

• Question 41:

  According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

  A. annually
  B. monthly
  C. only when there is a business need to change the service
  D. quarterly
  A. annually

• Question 42:

  What should Quality Management Systems encourage organizations to do?

  A. To achieve the lowest cost of service provision
  B. To achieve the maximum level of service possible
  C. To define as many metrics as possible for each process to ensure strong control
  D. To define processes that contribute to customer acceptance of services
  D. To define processes that contribute to customer acceptance of services

• Question 43:

  How should the Deming cycle be used?

  A. as a model for continual improvement
  B. as a model for customer orientation
  C. as a model to be used during the design phase of the service
  D. as a model to calculate the costs of service improvement
  A. as a model for continual improvement

• Question 44:

  Who has a responsibility in continual improvement?

  A. the customer
  B. all employees
  C. Quality experts only
  D. Management only
  B. all employees

• Question 45:

  What is the added value of a service being delivered?

  A. You can specifically define the service by means of a Service Level Agreement (SLA).
  B. You do not have the ownership of specific costs and risks in producing the service.
  C. You do not have to invest in a process to control it.
  D. The outcomes have a lower total cost of ownership than when the value is produced withinthe customer organization.
  B. You do not have the ownership of specific costs and risks in producing the service.

• Question 46:

  Which of the following is a best practice for Capacity Management?

  A. A Capacity plan documenting the actual performance and the expected requirements shouldbe produced at least annually.
  B. Decisions about service provision should be based on cost effectiveness comparisons.
  C. The resilience of the infrastructure components should be measured and included in theCapacity plan.
  D. The Service Catalog should be maintained and kept up-to-date.
  A. A Capacity plan documenting the actual performance and the expected requirements shouldbe produced at least annually.

• Question 47:

  Which one of the following standards is concerned primarily with security?

  A. ISO 9001
  B. ISO/IEC 15504
  C. ISO/IEC 20000
  D. ISO/IEC 27001
  D. ISO/IEC 27001

• Question 48:

  Where would an IT service for the customer normally be defined?

  A. in the IT Framework
  B. in the Operational Level Agreement (OLA)
  C. in the Service Catalog or the Service Level Agreement (SLA)
  D. in the Service Report
  C. in the Service Catalog or the Service Level Agreement (SLA)

• Question 49:

  Why are processes required?

  A. to be able to define quality objectives in a structured manner
  B. to ensure that service issues never arise
  C. to provide consistency in the output from activities
  D. to satisfy the needs of major outsource providers
  C. to provide consistency in the output from activities

• Question 50:

  Which stakeholder will define service level requirements?

  A. Customer
  B. End user
  C. Service Provider
  D. Supplier
  A. Customer