EXIN EX0-103 Online Practice Questions and Exam Preparation

EXIN EX0-103 Online Questions & Answers

• Question 81:

  What is the objective of a Management System?

  A. To define, agree, record and manage levels of services
  B. To ensure that Key Performance Indicators (KPIs) are defined for all IT services
  C. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
  D. To provide the policies and the framework that is needed for the effective management and implementation of all IT services
  D. To provide the policies and the framework that is needed for the effective management and implementation of all IT services

• Question 82:

  The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

  A. As input to financial management in order to determine charges for the service
  B. As the basis for making management decisions and taking corrective actions
  C. To present a professional image of the company
  D. To compare the performance of the Service Desk with service targets
  B. As the basis for making management decisions and taking corrective actions

• Question 83:

  Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

  A. to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys
  B. to gather information about potential new services that might be interesting for the end users of the services
  C. to optimize the resolution processes so that service levels are exceeded
  D. to reduce Incidents during the service delivery process
  A. to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys

• Question 84:

  Who or what should always be informed in case a Release is rejected, delayed or cancelled?

  A. Business Relationship Management
  B. Change Management
  C. Incident Management
  D. the Senior Management representative
  B. Change Management

• Question 85:

  Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

  A. Analyze and evaluate the existing situation to identify areas for improvement
  B. Analyze customer satisfaction and identify resulting actions
  C. Review the Quality Management System at least annually
  D. Start an internal service organization evaluation
  A. Analyze and evaluate the existing situation to identify areas for improvement

• Question 86:

  Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

  A. Incidents
  B. Known Errors
  C. Licenses
  D. Requests for Change (RFCs)
  C. Licenses

• Question 87:

  What are the key contents of an IT Service Management System?

  A. a software system for the ticket system
  B. a software system to monitor the key performance indicators (KPIs)
  C. definition of corporate measures to achieve the required level of quality
  D. systematic processes for ticket recording and follow-up only
  C. definition of corporate measures to achieve the required level of quality

• Question 88:

  What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

  A. To improve the efficiency and effectiveness of the business
  B. To improve the efficiency and effectiveness of the ITIL processes
  C. To improve the efficiency and effectiveness of service delivery and management
  D. To improve the efficiency and effectiveness of service support
  C. To improve the efficiency and effectiveness of service delivery and management

• Question 89:

  In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

  A. The plan defines the tools as appropriate to support the processes.
  B. The plan details the effects of new technologies and techniques on capacity.
  C. The plan does not state any tools requirements.
  D. The plan lists how every individual process is supported by a tool.
  A. The plan defines the tools as appropriate to support the processes.

• Question 90:

  Which statement below is not a purpose of Supplier Management procedures?

  A. That business transactions between all parties are recorded
  B. That information on the performance of all suppliers can be observed and acted upon
  C. That it is made clear that the supplier cannot subcontract part of the delivered services to theService Provider
  D. That the suppliers understand their obligation to the Service Provider
  C. That it is made clear that the supplier cannot subcontract part of the delivered services to theService Provider