EXIN EXIN Certifications EX0-103 Questions & Answers

• Question 81:

  What should not be part of a Service Level Agreement (SLA)?

  A. Authorization details

  B. Escalation and notification process

  C. Impact and priority guidelines

  D. Lessons learned and improvement actions

  Correct Answer: D

• Question 82:

  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

  Correct Answer: B

• Question 83:

  What are the key contents of an IT Service Management system?

  A. A documented organizational and operational structure

  B. A software system for the ticket system

  C. A software system to monitor the key performance indicators (KPIs)

  D. Systematic processes for ticket recording and follow-up only

  Correct Answer: A

• Question 84:

  What is a Configuration Baseline?

  A. A benchmark of the service provider's capability

  B. A configuration audit report

  C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

  D. The change requests allocated to a release

  Correct Answer: C

• Question 85:

  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 acontrolled manner

  B. To ensure that approved Changes are implemented in the IT infrastructure with acceptablerisks for the current and new IT services

  C. To ensure that new services and changes to services will be deliverable and manageable atthe agreed cost and service quality

  D. To ensure that standard methods and procedures are used so that Changes can be handledquickly and with the lowest possible negative impact on service quality

  Correct Answer: C

• Question 86:

  What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

  A. Capacity Management

  B. Incident Management

  C. Information Security Management

  D. Release Management

  Correct Answer: C

• Question 87:

  It is essential that an owner at senior level has overall responsibility for Service Management. Which of the 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 improvecustomer satisfaction.

  C. A senior responsible owner should ensure resourcing for service improvement activities.

  D. A senior responsible owner should have responsiblity for Customer RelationshipManagement.

  Correct Answer: C

• Question 88:

  Which of the following standards was the forerunner to ISO/IEC 20000?

  A. BS 1968

  B. BS 7799

  C. BS 8800

  D. BS 15000

  Correct Answer: D

• Question 89:

  Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

  A. Analyze and evaluate the existing situation to identify areas for improvement

  B. Analyze customer satisfaction and identify resulting actions

  C. Review the Quality Management System at least annually

  D. Start an internal service organization evaluation

  Correct Answer: A

• Question 90:

  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 tomaintain objectivity.

  B. Information Security Risk assessments should be performed as a result of the review of everyIncident.

  C. Information Security Risk assessments should be performed at agreed intervals and bemaintained during Changes.

  D. Information Security Risk assessments should be performed once a year.

  Correct Answer: C