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Pass4Sure EX0-103 Exam Quick Study and Get Discount

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Practice test is like a Xerox copy of actual EX0-103 exam because no. of questions, pattern, format and timing is same as actual EX0-103 exam. Due to simulation of EX0-103 exam, you can easily judge the circumstances and other important facts about the EX0-103 exam and can reduce your chances of failure. With the help of EX0-103 exam Practice test you will get 100% guaranteed success.
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<strong>Exam</strong> Code: <strong>EX0</strong>­<strong>103</strong><br />

Vendor: EMC<br />

<strong>Exam</strong> Name: ISO/IEC 20000 Foundation<br />

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<strong>EX0</strong>-<strong>103</strong><br />

<strong>Exam</strong> Name:<br />

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Question: 1<br />

Which of the following is Problem Management primarily concerned with?<br />

A. Looking at Security Plans<br />

B. Looking at the cause of Incidents<br />

C. Looking at the Change Plan<br />

D. Looking at the Release Strategy<br />

Answer: B<br />

2<br />

Question:<br />

What is the objective of a Management System?<br />

A. To define, agree, record <strong>and</strong> manage levels of services<br />

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

C. To ensure that new services <strong>and</strong> changes to services will be deliverable <strong>and</strong> manageable at the<br />

agreed cost <strong>and</strong> services quality<br />

D. To provide the policies <strong>and</strong> the framework that is needed for the effective management <strong>and</strong><br />

implementation of all IT services<br />

Answer: D<br />

3<br />

Question:<br />

Which of the aspects listed below is included in ISO/IEC 20000?<br />

A. Customer communication<br />

B. Employee motivation<br />

C. Social responsibility<br />

D. St<strong>and</strong>ard products<br />

Answer: A<br />

4<br />

Question:<br />

Which of the following tasks is assigned to each process manager?<br />

A. Channeling data to Problem Management<br />

B. Ensuring the process is running effectively <strong>and</strong> efficiently<br />

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C. Following up on Incidents<br />

D. Setting up Service Level Agreements with the users<br />

Answer: B<br />

5<br />

Question:<br />

Which of the following must be included within the Service Management plan?<br />

A. Configuration Item (CI) type<br />

B. Information security controls<br />

C. Return to normal working<br />

D. Tools as appropriate to support the processes<br />

Answer: D<br />

6<br />

Question:<br />

Which service changes should be documented in change records?<br />

A. All service changes<br />

B. Formal closure of services<br />

C. Staff recruitment<br />

D. User training<br />

Answer: A<br />

7<br />

Question:<br />

What is the added value of a service being delivered?<br />

A. You can specifically define the service by means of a Service Level Agreement (SLA).<br />

B. You do not have the ownership of specific costs <strong>and</strong> risks in producing the service.<br />

C. You do not have to invest in a process to control it.<br />

D. The outcomes have a lower total cost of ownership than when the value is produced within the<br />

customer organization.<br />

Answer: B<br />

Question:<br />

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8<br />

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

A. The determination of measurement results using defined procedures on the basis of documented<br />

requirements<br />

B. The evaluation of test results to verify compliance with requirements plus confirmation by the<br />

certification body<br />

C. The notification of approved testing <strong>and</strong> certification bodies with the relevant authority for<br />

publication<br />

D. The official recognition by a third party of organizations involved in testing, inspection <strong>and</strong><br />

certification<br />

Answer: D<br />

9<br />

Question:<br />

The Service Provider should check that the Service Management objectives <strong>and</strong> the plan are being<br />

achieved. Which of the following items is not measured as part of this monitoring, measuring or<br />

review?<br />

A. Customer satisfaction<br />

B. Major non-conformities<br />

C. Problems<br />

D. Resource utilization<br />

Answer: C<br />

10<br />

Question:<br />

Which statement below is not a purpose of Supplier Management procedures?<br />

A. That business transactions between all parties are recorded<br />

B. That information on the performance of all suppliers can be observed <strong>and</strong> acted upon<br />

C. That it is made clear that the supplier cannot subcontract part of the delivered services to the<br />

Service Provider<br />

D. That the suppliers underst<strong>and</strong> their obligation to the Service Provider<br />

Answer: C<br />

11<br />

Question:<br />

Who conducts the "first party audit"?<br />

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A. An external independent organization<br />

B. Customers of the IT Service Management organization<br />

C. Other persons on behalf of the Customer<br />

D. The IT Service Management organization itself<br />

Answer: D<br />

12<br />

Question:<br />

What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?<br />

A. The Service Level Plans<br />

B. The Service Management Plans<br />

C. The SLAs with the other parties<br />

D. The SLAs with the customers<br />

Answer: D<br />

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