EX0-103 Online Practice Questions and Answers

What is the objective of a Management System?

A. To define, agree, record and manage levels of services

B. To ensure that Key Performance Indicators (KPIs) are defined for all IT services

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

D. To provide the policies and the framework that is needed for the effective management and implementation of all IT services

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.

What is the objective of Service Level Management?

A. To define, agree, record and manage levels of service

B. To ensure a sufficient amount of Capacity has been designated in order to achieve agreedservice levels

C. To ensure that agreed service Availability committments to customers can be met in allcircumstances

D. To establish and maintain good relationships with Customers

What is the purpose of a Problem review?

A. To prevent computer systems from having too limited disk space so that capacity problems will not occur

B. To provide expert help on risk assessment for optimization of security procedures

C. To restore the service to normal operating conditions as soon as possible

D. To seek improvements to the process and to prevent recurrence of Incidents or mistakes

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A. annually

B. monthly

C. only when there is a business need to change the service

D. quarterly

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

Which of the following is true of process descriptions?

A. They express the level of compliance with the requested quality characteristics.

B. They represent a complete set of monitoring options.

C. They describe vertical and horizontal escalation options.

D. They complement descriptions of structural and organizational roles and responsibilities.

What is the certification audit primarily based on?

A. personnel records

B. process descriptions

C. reports by certified financial auditors

D. specifications

What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A. to ensure that a process exists for the procurement of suppliers

B. to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business

C. to ensure that subcontracted suppliers meet contractual requirements in all circumstances

D. to ensure that supplier processes and procedures are defined where outsourced

What level of Capacity is targeted by Capacity Management?

A. sufficient Capacity to meet agreed current and future demands

B. sufficient Capacity to meet all current and future demands

C. sufficient Capacity to meet all development and operational requirements

D. sufficient Capacity to meet current demands only