EX0-103 Exam Questions

EXIN EX0-103 ISO/IEC 20000 Foundation 40 Q&A Version: E9.0 www.CertifyMe.com

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1. Which of the following is Problem Management primarily concerned with?A. looking at Security PlansB. looking at the cause of IncidentsC. looking at the Change PlanD. looking at the Release StrategyAnswer: B2. What is the objective of a Management System?A. to define, agree, record and manage levels of servicesB. to ensure that Key Performance Indicators (KPIs) are defined for all IT servicesC. to ensure that new services and changes to services will be deliverable and manageable at the agreedcost and services qualityD. to provide the policies and the framework that is needed for the effective management andimplementation of all IT servicesAnswer: D3. Which of the aspects listed below is included in ISO/IEC 20000?A. customer communicationB. employee motivationC. social responsibilityD. standard productsAnswer: A4. Which of the following tasks is assigned to each process manager?A. channeling data to Problem ManagementB. ensuring the process is running effectively and efficientlyC. following up on IncidentsD. setting up Service Level Agreements with the usersAnswer: B5. Which of the following must be included within the Service Management plan?A. Configuration Item (CI) typeB. Information security controlsC. Return to normal workingD. Tools as appropriate to support the processesAnswer: D6. Which service changes should be documented in change records?A. all service changesB. formal closure of services www.CertifyMe.com

C. staff recruitmentD. user trainingAnswer: A7. 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 within the customerorganization.Answer: B8. What is accreditation in the context of ISO/IEC 20000?A. the determination of measurement results using defined procedures on the basis of documentedrequirementsB. the evaluation of test results to verify compliance with requirements plus confirmation by the certificationbodyC. the notification of approved testing and certification bodies with the relevant authority for publicationD. the official recognition by a third party of organizations involved in testing, inspection and certificationAnswer: D9. The Service Provider should check that the Service Management objectives and the plan are beingachieved. Which of the following items is not measured as part of this monitoring, measuring or review?A. Customer satisfactionB. Major non-conformitiesC. ProblemsD. Resource utilizationAnswer: C10. Which statement below is not a purpose of Supplier Management procedures?A. that business transactions between all parties are recordedB. that information on the performance of all suppliers can be observed and acted uponC. that it is made clear that the supplier cannot subcontract part of the delivered services to the ServiceProviderD. that the suppliers understand their obligation to the Service ProviderAnswer: C11. Who conducts the "first party audit"?A. an external independent organizationB. Customers of the IT Service Management organization www.CertifyMe.com

C. other persons on behalf of the CustomerD. the IT Service Management organization itselfAnswer: D12. What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?A. the Service Level PlansB. the Service Management PlansC. the SLAs with the other partiesD. the SLAs with the customersAnswer: D13. What is mandatory to define in the Incident Management procedures?A. the escalation of IncidentsB. the implementation of emergency ChangesC. the recording of deficiencies in the Configuration Management Database (CMDB)D. the recording of ProblemsAnswer: A14. Which of the following is a best practice for Capacity Management?A. A Capacity plan documenting the actual performance and the expected requirements should beproduced 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 the Capacity plan.D. The Service Catalog should be maintained and kept up-to-date.Answer: A15. An objective of Capacity Management is to ensure that the service provider has, at all times, sufficientCapacity to meet the current and future agreed demands of the Customers business needs. Whatdocument is produced to support this objective?A. Availability PlanB. Business Resource PlanC. Capacity PlanD. Service Management PlanAnswer: C16. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure thatrequirements are met as agreed in all circumstances, from normal operations through to a major loss ofservice. What is the minimum level of frequency with which these Plans should be developed andreviewed?A. at every change to the business environment www.CertifyMe.com

B. at least annuallyC. at least bi-annuallyD. in accordance with the business needsAnswer: B17. Which of the following is a benefit of ISO/IEC 20000 certification?A. It guarantees that all certified IT Service Management processes are at least audited by a registeredcertification body once a year.B. It shows that a company manages IT Services according to an independently audited quality standard.C. It shows that a company takes quality seriously and that each service is independently audited before itis being delivered.D. It shows that the highest possible quality level has been achieved.Answer: B18. What is the objective of Service Level Management?A. to define, agree, record and manage levels of serviceB. to ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levelsC. to ensure that agreed service Availability committments to customers can be met in all circumstancesD. to establish and maintain good relationships with CustomersAnswer: A19. Which of the following statements is true?A. Change Management is the most important of the Control processes.B. Release Management shall be implemented only after the processes Change Management andConfiguration Management have become mature.C. Release Management, Change Management and Configuration Management are Control processes.D. There shall be an integrated approach to Change and Configuration Management planning.Answer: D20. When a new service is being planned, Service Level Management needs to ensure that existingperformance levels of other IT services will not be unduly impacted. From which process will Service LevelManagement require input?A. Availability ManagementB. Capacity ManagementC. Financial Management for IT ServicesD. IT Service Continuity ManagementAnswer: B21. Which stakeholder will define service level requirements?A. Customer www.CertifyMe.com

B. End userC. Service ProviderD. SupplierAnswer: A22. Which of the following is used for the assessment of maturity of organizations?A. CMMIB. CobITTMC. ITILD. MOFAnswer: A23. What is the purpose of CobiT TM ?A. to provide a high level process model that organizes a broad range of IT activitiesB. to provide a set of detailed practices on how to implement processes and is therefore well suited as aprocess implementation toolC. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley(SOX) requirementsD. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance andrisksAnswer: D24. The quality of a product may be assessed by elements such as its appearance, usefulness androbustness. Which element can be used to assess the quality of a service?A. how much the service costs compared to other providers of the serviceB. how much the service costs divided by an average of evaluation scoresC. how well the service meets customer and user expectationsD. the number of people purchasing that serviceAnswer: C25. What is the objective of the Continual Improvement (Act) stage of Planning and Implementing ServiceManagement, as described in the ISO/IEC 20000 standard?A. to improve the efficiency and effectiveness of the businessB. to improve the efficiency and effectiveness of the ITIL processesC. to improve the efficiency and effectiveness of service delivery and managementD. to improve the efficiency and effectiveness of service supportAnswer: C26. Which of the following actions should be taken to ensure continual improvement of a Quality www.CertifyMe.com

Management System?A. analyze and evaluate the existing situation to identify areas for improvementB. analyze customer satisfaction and identify resulting actionsC. review the Quality Management System at least annuallyD. start an internal service organization evaluationAnswer: A27. 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 to maintainobjectivity.B. Information Security Risk assessments should be performed as a result of the review of every Incident.C. Information Security Risk assessments should be performed at agreed intervals and be maintainedduring Changes.D. Information Security Risk assessments should be performed once a year.Answer: C28. What should Quality Management Systems encourage organizations to do?A. to achieve the lowest cost of service provisionB. to achieve the maximum level of service possibleC. to define as many metrics as possible for each process to ensure strong controlD. to define processes that contribute to customer acceptance of servicesAnswer: D29. What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?A. Capacity ManagementB. Incident ManagementC. Information Security ManagementD. Release ManagementAnswer: C30. It is essential that an owner at senior level has overall responsibility for Service Management. Which ofthe statements below is a best practice?A. A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).B. A senior responsible owner should handle all customer complaints to be able to improve customersatisfaction.C. A senior responsible owner should ensure resourcing for service improvement activities.D. A senior responsible owner should have responsiblity for Customer Relationship Management.Answer: C31. Which of the following standards was the forerunner to ISO/IEC 20000? www.CertifyMe.com

A. BS 1968B. BS 7799C. BS 8800D. BS 15000Answer: D32. What is a Configuration Baseline?A. a benchmark of the service providers capabilityB. a configuration audit reportC. a snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in timeD. the change requests allocated to a releaseAnswer: C33. What is the objective of planning and implementing new or changed services?A. to ensure that all Changes are assessed, approved, implemented and reviewed in a controlled mannerB. to ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for thecurrent and new IT servicesC. to ensure that new services and changes to services will be deliverable and manageable at the agreedcost and service qualityD. to ensure that standard methods and procedures are used so that Changes can be handled quickly andwith the lowest possible negative impact on service qualityAnswer: C34. Who or what should always be informed in case a Release is rejected, delayed or cancelled?A. Business Relationship ManagementB. Change ManagementC. Incident ManagementD. the Senior Management representativeAnswer: B35. What is required for an implementation of IT Service Management to be successful?A. a top-down approach whereby the management of the organization strongly and visibly enforces theimplementationB. buy-in specifically from the levels in the organization which will be operationally involved in IT ServiceManagement activitiesC. the appointment of a specialist department responsible for the development of the process structuresD. the involvement and commitment of personnel at all levels in the organization from operational staff totop managementAnswer: D www.CertifyMe.com

36. What should not be part of a Service Level Agreement (SLA)?A. authorization detailsB. escalation and notification processC. impact and priority guidelinesD. lessons learned and improvement actionsAnswer: D37. The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are theseservice reports used?A. as input to financial management in order to determine charges for the serviceB. as the basis for making management decisions and taking corrective actionsC. to present a professional image of the companyD. to compare the performance of the Service Desk with service targetsAnswer: B38. What are the key contents of an IT Service Managementsystem?A. a documented organizational and operational structureB. a software system for the ticket systemC. a software system to monitor the key performance indicators (KPIs)D. systematic processes for ticket recording and follow-up onlyAnswer: A39. 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 occurB. to provide expert help on risk assessment for optimization of security proceduresC. to restore the service to normal operating conditions as soon as possibleD. to seek improvements to the process and to prevent recurrence of Incidents or mistakesAnswer: D40. What is part of the policy for Budgeting and Accounting for IT Services?A. rules governing the handling of variances against budgetsB. the charging mechanismC. the costs of the Underpinning Contracts (UCs) over a fixed periodD. the percentage of hidden end-user costsAnswer: A www.CertifyMe.com

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EX0-103 Exam Questions

by pamp98 on May 20, 2011

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