EX0-103 Online Practice Questions and Answers

Which of the aspects listed below is included in ISO/IEC 20000?

A. Customer communication

B. Employee motivation

C. Social responsibility

D. Standard products

Which service changes should be documented in change records?

A. All service changes

B. Formal closure of services

C. Staff recruitment

D. User training

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 group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

A. Changes are scheduled based upon priority and risk.

B. Contingency and back-out plans are available.

C. Redundant products, services and licenses are decommissioned.

D. The Release is tested to the satisfaction of the Customers.

Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A. by outsourcing Change Management

B. by taking disciplinary action against underperforming employees

C. by taking part in the planning of new IT services

D. through leadership and actions

What is the objective of IT Service Management?

A. to provide critical services to business customers

B. to provide guaranteed service levels against business requirements

C. to provide management of services to meet business requirements

D. to provide services to the maximum level to the business

To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?

A. all ISO/IEC 20000 processes

B. Availability Management

C. Configuration Management

D. Incident Management

Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

A. Major Incident

B. Service improvement activities

C. System Lifecycle Management

D. Urgent Change

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

Why is a scope statement for ISO/IEC 20000 important?

A. It defines what the management system has been certified against

B. It details all of the companies that have been certified

C. It details all of the services that have been certified

D. It identifies which processes have been excluded from the scope