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ISO/IEC 20000 Foundation

Exam Details

  • Exam Code
    :EX0-103
  • Exam Name
    :ISO/IEC 20000 Foundation
  • Certification
    :EXIN Certifications
  • Vendor
    :EXIN
  • Total Questions
    :116 Q&As
  • Last Updated
    :Mar 28, 2025

EXIN EXIN Certifications EX0-103 Questions & Answers

  • Question 51:

    When should the final closure of an Incident record be completed?

    A. when all relevant information for classification and routing has been entered

    B. when the Incident has been dispatched outside the Service Desk department

    C. when the Incident is solved and normal operation is restored

    D. when the initiating user has been given the opportunity to confirm that the service is restored

  • Question 52:

    What does the standard explicitly recommend to be implemented with Configuration Management?

    A. Change

    B. Change and Release

    C. Change and Security

    D. Release

  • Question 53:

    The success and failure of Releases shall be measured. What is included in these measurements?

    A. the frequency and types of Releases

    B. the Incidents related to a Release in the period following a Release

    C. the Release dates

    D. the Request for Change (RFC)

  • Question 54:

    What services can be left out of the Service Catalogue?

    A. incidental services that are seldom delivered

    B. network-related services

    C. services that are delivered to less then 10% of the Customers

    D. no services

  • Question 55:

    According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?

    A. Business Relationship Management

    B. Contract Management

    C. Service Level Management

    D. Supplier Management

  • Question 56:

    What triggers a re-test of the Availability and Service Continuity plans?

    A. a major change to the business environment

    B. a major disaster having occurred

    C. significant periods of unplanned non-availability

    D. six months having passed since the last test

  • Question 57:

    Security controls shall be documented. What will the controls be related to?

    A. locations

    B. risks

    C. services

    D. staff

  • Question 58:

    If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

    A. After the breach

    B. Before the breach

    C. During service reporting

    D. Never

  • Question 59:

    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

  • Question 60:

    During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

    A. the Auditor

    B. the Business Relationship process owner

    C. the Senior responsible owner

    D. the Service Level Manager

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