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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 />
Cert Name: ITSM ISO IEC 20000/<br />
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Exin<br />
<strong>EX0</strong>-<strong>103</strong><br />
<strong>Exam</strong> Name:<br />
ISO/IEC 20000 Foundation<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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