EXIN EXIN Certifications EX0-103 Questions & Answers

• Question 91:

  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

  Correct Answer: D

• Question 92:

  The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

  A. How much the service costs compared to other providers of the service

  B. How much the service costs divided by an average of evaluation scores

  C. How well the service meets customer and user expectations

  D. The number of people purchasing that service

  Correct Answer: C

• Question 93:

  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

  Correct Answer: C

• Question 94:

  Which stakeholder will define service level requirements?

  A. Customer

  B. End user

  C. Service Provider

  D. Supplier

  Correct Answer: A

• Question 95:

  Which of the following is used for the assessment of maturity of organizations?

  A. CMMI

  B. CobITTM

  C. ITIL

  D. MOF

  Correct Answer: A

• Question 96:

  What is the purpose of CobiT TM ?

  A. To provide a high level process model that organizes a broad range of IT activities

  B. To provide a set of detailed practices on how to implement processes and is therefore wellsuited as a process implementation tool

  C. To provide a certified measurement framework that legally provides proof of meeting theSarbanes-Oxley (SOX) requirements

  D. To provide a uniform structure to understand, implement and evaluate IT capabilities,performance and risks

  Correct Answer: D

• Question 97:

  Which service changes should be documented in change records?

  A. All service changes

  B. Formal closure of services

  C. Staff recruitment

  D. User training

  Correct Answer: A

• Question 98:

  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.

  Correct Answer: B

• Question 99:

  What is accreditation in the context of ISO/IEC 20000?

  A. The determination of measurement results using defined procedures on the basis ofdocumented requirements

  B. The evaluation of test results to verify compliance with requirements plus confirmation by thecertification body

  C. The notification of approved testing and certification bodies with the relevant authority forpublication

  D. The official recognition by a third party of organizations involved in testing, inspection andcertification

  Correct Answer: D

• Question 100:

  The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

  A. Customer satisfaction

  B. Major non-conformities

  C. Problems

  D. Resource utilization

  Correct Answer: C