EX0-103 Online Practice Questions and Answers

Which of the following is Problem Management primarily concerned with?

A. Looking at Security Plans

B. Looking at the cause of Incidents

C. Looking at the Change Plan

D. Looking at the Release Strategy

Which of the following tasks is assigned to each process manager?

A. Channeling data to Problem Management

B. Ensuring the process is running effectively and efficiently

C. Following up on Incidents

D. Setting up Service Level Agreements with the users

Which of the following is a benefit of ISO/IEC 20000 certification?

A. It guarantees that all certified IT Service Management processes are at least audited by aregistered certification body once a year.

B. It shows that a company manages IT Services according to an independently audited qualitystandard.

C. It shows that a company takes quality seriously and that each service is independentlyaudited before it is being delivered.

D. It shows that the highest possible quality level has been achieved.

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

Which processes should the Plan, Do, Check, Act methodology be applied to?

A. all of the processes in scope of ISO/IEC 20000

B. the Planning and Implementing Service Management process

C. the Requirements for a Management System process

D. those that support business critical services

What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A. It allows the suppliers to have full visibility of the organization's internal processes.

B. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

C. It forces the organization to adopt a hierarchical management approach.

D. It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

A. it must be available in at least one hard copy and approved

B. it must include the documented procedures specified by the standard

C. it must include the scope of the organization's service management plan

D. It must never include any know-how of the organization

What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A. The environmental needs of the employees in the organization are well looked after.

B. The organization becomes more process focused and thereby more efficient.

C. The organization behaves in a socially responsible way.

D. The organization has less suppliers to deal with.

Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

A. Appropriate records of education, training, skills and experience need to be maintained.

B. At least two employees should be suitably trained for each role.

C. Employees should have at least a relevant bachelors degree.

D. Personnel should all have a relevant Security training according to ISO/IEC 27002.

To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?

A. all ISO/IEC 20000 processes

B. Availability Management

C. Configuration Management

D. Incident Management