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 statement below is not a purpose of Supplier Management procedures?

A. That business transactions between all parties are recorded

B. That information on the performance of all suppliers can be observed and acted upon

C. That it is made clear that the supplier cannot subcontract part of the delivered services to theService Provider

D. That the suppliers understand their obligation to the Service Provider

What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

A. The Service Level Plans

B. The Service Management Plans

C. The SLAs with the other parties

D. The SLAs with the customers

Which of the following is a best practice for Capacity Management?

A. A Capacity plan documenting the actual performance and the expected requirements shouldbe produced at least annually.

B. Decisions about service provision should be based on cost effectiveness comparisons.

C. The resilience of the infrastructure components should be measured and included in theCapacity plan.

D. The Service Catalog should be maintained and kept up-to-date.

When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A. Availability Management

B. Capacity Management

C. Financial Management for IT Services

D. IT Service Continuity Management

A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

A. Changes are scheduled based upon priority and risk.

B. Contingency and back-out plans are available.

C. Redundant products, services and licenses are decommissioned.

D. The Release is tested to the satisfaction of the Customers.

How should the Deming cycle be used?

A. as a model for continual improvement

B. as a model for customer orientation

C. as a model to be used during the design phase of the service

D. as a model to calculate the costs of service improvement

For which type of organizations is ISO/IEC 20000 appropriate for use?

A. for organizations to confirm that all of the ITIL® guidelines have been implemented

B. for organizations which need to demonstrate alignment to customer requirements

C. for organizations wishing to certify their services

D. for tool vendors to specify the Service Provider's processes

What purpose can the ISO/IEC 20000 standard serve?

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

B. It defines the requirements to be satisfied in a certification audit.

C. It helps to decide on the requirements that need to be verified within the scope of a supply agreement.

D. It provides a yardstick for the design of a Total Quality Management System.

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

A. a software system for the ticket system

B. a software system to monitor the key performance indicators (KPIs)

C. definition of corporate measures to achieve the required level of quality

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