EX0-103 Online Practice Questions and Answers

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

Who conducts the "first party audit"?

A. An external independent organization

B. Customers of the IT Service Management organization

C. Other persons on behalf of the Customer

D. The IT Service Management organization itself

What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

A. The Service Level Plans

B. The Service Management Plans

C. The SLAs with the other parties

D. The SLAs with the customers

Which stakeholder will define service level requirements?

A. Customer

B. End user

C. Service Provider

D. Supplier

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

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

What does an IT service definition include?

A. the use of IT to support the customers business processes

B. the use of IT to support the organizations internal business processes

C. the use of IT to support the business processes of suppliers and partners

D. the use of IT to improve employee satisfaction within the organization

When scoping for ISO/IEC 20000, what is it that will be audited for certification?

A. the ITIL processes in scope

B. the Management System in scope

C. the sections of the standard in scope

D. the services in scope

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

What should planning for a new or changed service consider?

A. a complete review of all recent security breaches

B. Known Errors to file systems

C. the existing service levels

D. verification that the appropriate level of testing is completed

An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

A. agreeing to the quality policy and objectives with the Change Manager

B. determining and providing the resources necessary to attain the quality objectives

C. determining the needs and expectations of Customers and other interested parties

D. establishing methods to measure the effectiveness and efficiency of each process

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

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

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.

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