Exin ISO 20000

Exin_CertifyMe_EX0-103_v2011-04-15_120q_By-Eleanor

Number: EX0-103Passing Score: 800Time Limit: 120 minFile Version: 2011-04-15

Exin :EX0-103

Version 2011-04-15

Question : 120new examples added in this exam that make this exam more easy and understandable

By-Eleanor

Exam A

QUESTION 1Which 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

Answer: B

Section: (none)

Explanation/Reference:

QUESTION 2What 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 agreedcost and services quality

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

Answer: D

Section: (none)


QUESTION 3Which of the aspects listed below is included in ISO/IEC 20000?

A. Customer communication

B. Employee motivation

C. Social responsibility

D. Standard products

Answer: A

Section: (none)


QUESTION 4Which 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"Pass Any Exam. Any Time." - www.actualtests.com 2Exin EX0-103: Practice Exam

D. Setting up Service Level Agreements with the users

Answer: B

Section: (none)


QUESTION 5Which of the following must be included within the Service Management plan?

A. Configuration Item (CI) type

B. Information security controls

C. Return to normal working

D. Tools as appropriate to support the processes

Answer: D

Section: (none)


QUESTION 6Which service changes should be documented in change records?

A. All service changes

B. Formal closure of services

C. Staff recruitment

D. User training

Answer: A

Section: (none)


QUESTION 7What 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 within the customerorganization.

Answer: B

Section: (none)


QUESTION 8"Pass Any Exam. Any Time." - www.actualtests.com 3Exin EX0-103: Practice Exam

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

A. The determination of measurement results using defined procedures on the basis ofdocumentedrequirements

B. The evaluation of test results to verify compliance with requirements plus confirmation by thecertification body

C. The notification of approved testing and certification bodies with the relevant authority for publication

D. The official recognition by a third party of organizations involved in testing, inspection and certification

Answer: D

Section: (none)


QUESTION 9The Service Provider should check that the Service Management objectives and the plan arebeingachieved. Which of the following items is not measured as part of this monitoring, measuring orreview?

A. Customer satisfaction

B. Major non-conformities

C. Problems

D. Resource utilization

Answer: C

Section: (none)


QUESTION 10Which 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 the ServiceProvider

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

Answer: C

Section: (none)


QUESTION 11Who conducts the "first party audit"?

"Pass Any Exam. Any Time." - www.actualtests.com 4Exin EX0-103: Practice Exam

A. An external independent organization

B. Customers of the IT Service Management organization

C. Other persons on behalf of the Customer

D. The IT Service Management organization itself

Answer: D

Section: (none)


QUESTION 12What 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

Answer: D

Section: (none)


QUESTION 13What is mandatory to define in the Incident Management procedures?

A. The escalation of Incidents

B. The implementation of emergency Changes

C. The recording of deficiencies in the Configuration Management Database (CMDB)

D. The recording of Problems

Answer: A

Section: (none)


QUESTION 14Which of the following is a best practice for Capacity Management?

A. A Capacity plan documenting the actual performance and the expected requirements should beproduced 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 the Capacity plan.

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

Answer: A

Section: (none)

Explanation/Reference:"Pass Any Exam. Any Time." - www.actualtests.com 5Exin EX0-103: Practice Exam

QUESTION 15An objective of Capacity Management is to ensure that the service provider has, at all times, sufficientCapacity to meet the current and future agreed demands of the Customer's business needs. Whatdocument is produced to support this objective?

A. Availability Plan

B. Business Resource Plan

C. Capacity Plan

D. Service Management Plan

Answer: C

Section: (none)


QUESTION 16Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure thatrequirements are met as agreed in all circumstances, from normal operations through to a major loss ofservice. What is the minimum level of frequency with which these Plans should be developed andreviewed?

A. At every change to the business environment

B. At least annually

C. At least bi-annually

D. In accordance with the business needs

Answer: B

Section: (none)


QUESTION 17Which 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 aregisteredcertification body once a year.

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

C. It shows that a company takes quality seriously and that each service is independently audited before itis being delivered.

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

Answer: B

Section: (none)


QUESTION 18What 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 agreed servicelevels

C. To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances

D. To establish and maintain good relationships with Customers

Answer: A

Section: (none)


QUESTION 19Which of the following statements is true?

A. Change Management is the most important of the Control processes.

B. Release Management shall be implemented only after the processes Change ManagementandConfiguration Management have become mature.

C. Release Management, Change Management and Configuration Management are Control processes.

D. There shall be an integrated approach to Change and Configuration Management planning.

Answer: D

Section: (none)


QUESTION 20When a new service is being planned, Service Level Management needs to ensure that existingperformance levels of other IT services will not be unduly impacted. From which process will Service LevelManagement require input?

A. Availability Management

B. Capacity Management

C. Financial Management for IT Services

D. IT Service Continuity Management

Answer: B

Section: (none)


QUESTION 21Which stakeholder will define service level requirements?

A. Customer

B. End user

C. Service Provider

D. Supplier

Answer: A

Section: (none)


QUESTION 22Which of the following is used for the assessment of maturity of organizations?

A. CMMI

B. CobITTM

C. ITIL

D. MOF

Answer: A

Section: (none)


QUESTION 23What is the purpose of CobiT TM ?

A. To provide a high level process model that organizes a broad range of IT activities

B. To provide a set of detailed practices on how to implement processes and is therefore well suited as aprocess implementation tool

C. To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements

D. To provide a uniform structure to understand, implement and evaluate IT capabilities, performance andrisks

Answer: D

Section: (none)


QUESTION 24The quality of a product may be assessed by elements such as its appearance, usefulness and robustness.Which element can be used to assess the quality of a service?


A. How much the service costs compared to other providers of the service

B. How much the service costs divided by an average of evaluation scores

C. How well the service meets customer and user expectations

D. The number of people purchasing that service

Answer: C

Section: (none)


QUESTION 25What is the objective of the Continual Improvement (Act) stage of Planning and Implementing ServiceManagement, as described in the ISO/IEC 20000 standard?

A. To improve the efficiency and effectiveness of the business

B. To improve the efficiency and effectiveness of the ITIL processes

C. To improve the efficiency and effectiveness of service delivery and management

D. To improve the efficiency and effectiveness of service support

Answer: C

Section: (none)


QUESTION 26Which of the following actions should be taken to ensure continual improvement of a Quality ManagementSystem?

A. Analyze and evaluate the existing situation to identify areas for improvement

B. Analyze customer satisfaction and identify resulting actions

C. Review the Quality Management System at least annually

D. Start an internal service organization evaluation

Answer: A

Section: (none)


QUESTION 27Which of the following is a best practice concerning Information Security Risk assessment?

A. Information Security Risk assessments should be carried out by an external auditor tomaintainobjectivity.

B. Information Security Risk assessments should be performed as a result of the review of every Incident.

C. Information Security Risk assessments should be performed at agreed intervals and be maintainedduring Changes."Pass Any Exam. Any Time." - www.actualtests.com 9Exin EX0-103: Practice Exam

D. Information Security Risk assessments should be performed once a year.

Answer: C

Section: (none)


QUESTION 28What 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 processesthat contribute to customer acceptance of services

Answer: D

Section: (none)


QUESTION 29

What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

A. Capacity Management

B. Incident Management

C. Information Security Management

D. Release Management

Answer: C

Section: (none)


QUESTION 30It is essential that an owner at senior level has overall responsibility for Service Management.Which of the statements below is a best practice?

A. A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).

B. A senior responsible owner should handle all customer complaints to be able to improvecustomersatisfaction.

C. A senior responsible owner should ensure resourcing for service improvement activities.

D. A senior responsible owner should haveresponsiblity for Customer Relationship Management.

Answer: C

Section: (none)


QUESTION 31Which of the following standards was the forerunner to ISO/IEC 20000?

A. BS 1968

B. BS 7799

C. BS 8800

D. BS 15000

Answer: D

Section: (none)


QUESTION 32What is a Configuration Baseline?

A. A benchmark of the service provider's capability

B. A configuration audit report

C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

D. The change requests allocated to a release

Answer: C

Section: (none)


QUESTION 33What is the objective of planning and implementing new or changed services?

A. To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner

B. To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for thecurrent and new IT services

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

D. To ensure that standard methods and procedures are used so that Changes can be handled quicklyand with the lowest possible negative impact on service quality

Answer: C

Section: (none)


QUESTION 34Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A. Business Relationship Management"Pass Any Exam. Any Time." - www.actualtests.com 11Exin EX0-103: Practice Exam

B. Change Management

C. Incident Management

D. the Senior Management representative

Answer: B

Section: (none)


QUESTION 35What is required for an implementation of IT Service Management to be successful?

A. A top-down approach whereby the management of the organization strongly and visibly enforces theimplementation

B. Buy-in specifically from the levels in the organization which will be operationally involved in IT ServiceManagement activities

C. The appointment of a specialist department responsible for the development of the process structures

D. The involvement and commitment of personnel at all levels in the organization from operational staff totop management

Answer: D

Section: (none)


QUESTION 36What should not be part of a Service Level Agreement (SLA)?

A. Authorization details

B. Escalation and notification process

C. Impact and priority guidelines

D. Lessons learned and improvement actions

Answer: D

Section: (none)


QUESTION 37The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are theseservice reports used?

A. As input to financial management in order to determine charges for the service

B. As the basis for making management decisions and taking corrective actions

C. To present a professional image of the company

D. To compare the performance of the Service Desk with service targets "Pass Any Exam. Any Time." -www.actualtests.com 12Exin EX0-103: Practice Exam

Answer: B

Section: (none)


QUESTION 38What are the key contents of an IT Service Management system?

A. A documented organizational and operational structure

B. A software system for the ticket system

C. A software system to monitor the key performance indicators (KPIs)

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

Answer: A

Section: (none)


QUESTION 39What is the purpose of a Problem review?

A. To prevent computer systems from having too limited disk space so that capacity problems will notoccur

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

Answer: D

Section: (none)


QUESTION 40What is part of the policy for Budgeting and Accounting for IT Services?

A. Rules governing the handling of variances against budgets

B. The charging mechanism

C. The costs of the Underpinning Contracts (UCs) over a fixed period

D. The percentage of 'hidden' end-user costs

Answer: A

Section: (none)


QUESTION 41Which of the following calculates the number of defects per million opportunities?


A. CobIT TM

B. ITIL

C. MOF

D. Six Sigma

Answer: D

Section: (none)


QUESTION 42According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer toattend a service review meeting for discussing changes to the service scope?

A. annually

B. monthly

C. only when there is a businessneed to change the service

D. quarterly

Answer: A

Section: (none)


QUESTION 43The appointed member of management is only responsible for the co-ordination and management of allservices. Can this person perform internal audits for the delivery processes?

A. No, because as manager he is not competent enough.

B. No, because this person is responsible for all processes and therefore he would audit his own work.

C. Yes, because this person is not responsible for the delivery processes.

D. Yes, because as manager he should have knowledge of performing internal audits.

Answer: C

Section: (none)


QUESTION 44What can be improved by achieving quality objectives?

A. effectiveness of the service

B. personal satisfaction of the Configuration Manager

C. relationship with interested suppliers

D. relationship with unauthorized parties"Pass Any Exam. Any Time." - www.actualtests.com 14Exin EX0-103: Practice Exam

Answer: A

Section: (none)


QUESTION 45What 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

Answer: A

Section: (none)


QUESTION 46Which one of the following standards is concerned primarily with security?

A. ISO 9001

B. ISO/IEC 15504

C. ISO/IEC 20000

D. ISO/IEC 27001

Answer: D

Section: (none)


QUESTION 47Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supportingand operating)?

A. CobIT TM

B. ITIL

C. MOF

D. Six Sigma

Answer: C

Section: (none)


QUESTION 48When scoping for ISO/IEC 20000, what is it that will be audited for certification?


A. the ITIL processes in scope

B. the Management System in scope

C. the sections of the standard in scope

D. the services in scope

Answer: B

Section: (none)


QUESTION 49Which of the following is within the scope of the requirements of ISO/IEC 20000?

A. Charging for IT Services

B. Information Security Management

C. Operations

D. Service Desk

Answer: B

Section: (none)


QUESTION 50Top management needs to ensure that its employees are aware of the relevance and importance of theiractivities. What else do all employees need to be aware of?

A. how they can provide policies and a framework for a Management System

B. how they contribute to the achievement of the Service Management objectives

C. how they contribute to the Total Cost of Ownership (TCO)

D. how they contribute to the total salary reduction

Answer: B

Section: (none)


QUESTION 51Which 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 & Implementing Service Management process

C. the Requirements for a Management System process

D. those that support business critical services

Answer: A

Section: (none)


QUESTION 52What does the concept of "quality" comprise?

A. satisfying customer requirements

B. gaining ISO/IEC 20000 certification

C. execution of Service Level Agreements (SLAs) only

D. maximizing utilization of personnel capacity

Answer: A

Section: (none)


QUESTION 53What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A. establishing a good relationship with the Customer

B. service acceptance criteria

C. setting up a process to deal with contractual disputes

D. the process for identifying, measuring, reporting and managing improvement activities

Answer: B

Section: (none)


QUESTION 54What does the standard explicitly recommend to be implemented with Configuration Management?

A. Change

B. Change and Release

C. Change and Security

D. Release

Answer: B

Section: (none)


QUESTION 55The success and failure of Releases shall be measured. What is included in these measurements?

A. the frequency and types of Releases

B. the Incidents related to a Release in the period following a Release

C. the Release dates"Pass Any Exam. Any Time." - www.actualtests.com 17Exin EX0-103: Practice Exam

D. the Request for Change (RFC)

Answer: B

Section: (none)


QUESTION 56What services can be left out of the Service Catalogue?

A. incidental services that are seldom delivered

B. network-related services

C. services that are delivered to less then 10% of the Customers

D. no services

Answer: D

Section: (none)


QUESTION 57According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractualdisputes with suppliers. Which process is responsible for the definition of this process?

A. Business Relationship Management

B. Contract Management

C. Service Level Management

D. Supplier Management

Answer: D

Section: (none)


QUESTION 58What triggers a re-test of the Availability and Service Continuity plans?

A. a major change to the business environment

B. a major disaster having occurred

C. significant periods of unplanned non-availability

D. six months having passed since the last test

Answer: A

Section: (none)



Security controls shall be documented. What will the controls be related to?

A. locations

B. risks

C. services

D. staff

Answer: B

Section: (none)


QUESTION 60If the service provider believes the service levels will not be met for an incident, when shall a customer beinformed of this?

A. After the breach

B. Before the breach

C. During service reporting

D. Never

Answer: B

Section: (none)


QUESTION 61Problem Management is responsible for carrying out trend analysis of Incident volumes and types.What is the reason for this?

A. to be able to charge to the correct users of the service

B. to be able to provide reports to management

C. to prevent repetitive occurrence of Incidents

D. to provide input to the Capacity Database

Answer: C

Section: (none)


QUESTION 62During an audit, evidence is required for Service Management policies, plans and procedures.Who should ensure that this evidence is available?

A. the Auditor

B. the Business Relationship process owner

C. theSenior responsible owner"Pass Any Exam. Any Time." - www.actualtests.com 19Exin EX0-103: Practice Exam

D. the Service Level Manager

Answer: C

Section: (none)


QUESTION 63While planning for service improvements, what is an important best practice to consider?

A. Service improvement targets should be measurable, linked to business objectives and documented in aplan.

B. The progress of service improvement should be discussed at least weekly in the steering committee.

C. The progress should be monitored closely by an independent project manager to maintain objectivity.

D. The service improvement targets should not change until the target is reached, or else no consistency ismaintained.

Answer: A

Section: (none)


QUESTION 64What should planning for a new or changed service consider?

A. a complete review of all recent security breaches

B. Known Errors to file systems

C. the existing service levels

D. verification that the appropriate level of testing is completed

Answer: C

Section: (none)


QUESTION 65Part of the Configuration Management process is about Configuration identification. What should be

included as an attribute of a managed Configuration Item (CI)?

A. Incidents

B. Known Errors

C. Licenses

D. Requests for Change (RFCs)

Answer: C

Section: (none)


QUESTION 66All service changes should be reflected in Change Management records. Which of the aspects below is anexample of a service change, that needs to be reflected in a Change record?

A. a formal closure of services

B. a major Incident

C. a Service Level Agreement failure

D. an identified Problem

Answer: A

Section: (none)


QUESTION 67Customer satisfaction measurement is an important activity in the Business Relationship Managementprocess. What is the objective of Customer satisfaction measurement?

A. to enable the Service Provider to compare performance with the Customer satisfaction targets andprevious surveys

B. to gather information about potential new services that might be interesting for the end users of theservices

C. to optimize the resolution processes so that service levels are exceeded

D. to reduce Incidents during the service delivery process

Answer: A

Section: (none)


QUESTION 68How should the requirements for Service Continuity and Availability be identified?

A. This should be calculated based upon historical data for major Incidents and their consequences for theorganization.

B. This should be done on the basis of Customer satisfaction investigations, so that the real user need canbe clearly identified.

C. This should be identified based upon the business priorities, Service Level Agreements (SLAs) andassessed risks.

D. This should be made up from Service requirements and Service Level Agreements (SLAs) if available.

Answer: C

Section: (none)


QUESTION 69Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

A. in a Capacity Plan

B. in a Configuration Management Database (CMDB)

C. in a Definitive Software Library (DSL)

D. in a Service Level Agreement (SLA)

Answer: D

Section: (none)


QUESTION 70When should the final closure of an Incident record be completed?

A. when all relevant information for classification and routing has been entered

B. when the Incident has been dispatched outside the Service Desk department

C. when the Incident is solved and normal operation is restored

D. when the initiating user has been given the opportunity to confirm that the service is restored

Answer: D

Section: (none)


QUESTION 71Who has a responsibility in continual improvement?

A. the customer

B. all employees

C. Quality experts only

D. Management only

Answer: B

Section: (none)


QUESTION 72What 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."Pass Any Exam. Any Time." - www.actualtests.com 22Exin EX0-103: Practice Exam

B. The organization becomes morecustomer focused.

C. The organization behaves in a socially responsible way.

D. The organization hasless suppliers to deal with.

Answer: B

Section: (none)


QUESTION 73What 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 beassessed.

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 qualitypolicy in an organization.

Answer: D

Section: (none)


QUESTION 74Which 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.

Answer: D

Section: (none)


QUESTION 75Which 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

Answer: C

Section: (none)



QUESTION 76The Relationship processes describe the relationships with the business and with the suppliers.What should the Relationship processes ensure?

A. that all parties understand the business needs, responsibilities and obligations

B. that the business and suppliers are directly informed of Major Incidents

C. that the service levels for all services are consistent in the supply chain

D. that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. The Relationship processes cover Supplier Management and Business RelationshipManagement, and together they should ensure that the business drivers of the customer are understoodand that the responsibilities and obligations of all parties are understood and documented.B. Incorrect. The process for a Major Incident should include communication across all areas involved inresolution as well as to the customers affected. However, this is managed within the Incident Managementprocess and is the responsibility of a nominated manager of the Major Incident. It is therefore outside of thescope of the Relationship processes. C. Incorrect. It is not necessary for the services levels to be consistentacross all suppliers, and in fact it is unlikely that this will be the case. It is however necessary that supplierservice levels are aligned with those of the business, so that the Service Level Agreements (SLAs) agreedwith the customer can be met.D. Incorrect. The business should not have direct contact with the suppliers. The service provider isresponsible for managing the suppliers to ensure the quality of the services provided to the business.

QUESTION 77Why are processes required?

A. to be able to define quality objectives in a structured manner

B. to ensure that service issues never arise

C. to provide consistency in the output from activities

D. to satisfy the needs of major outsource providers

Answer: C

Section: (none)


Explanation:A. Incorrect. The processes should support the quality objectives. B. Incorrect. Service issues are a part ofday to day life; processes will help to minimize their impact.C. Correct. A predictable approach is required.D. Incorrect. Touch points with suppliers are needed to demonstrate end to end quality control.


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.



Answer: B

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. The ISO/IEC 20000 standard is driven by the business needs of the customer, not theenvironmental needs of the employees of the organization. B. Correct. ISO/IEC 20000 is a process-basedstandard. The service management processes covered in the standard deliver the best possible service tomeet a customer's business needs within agreed resource levels.C. Incorrect. The ISO/IEC 20000 standard focuses on meeting the business needs of the customer via aprocess-based approach. The social behavior of the organization is not considered.D. Incorrect. Compliance to the ISO/IEC 20000 standard will ensure that suppliers are effectively managed,however delivering services according to ISO/IEC 20000 does not mean that there are less suppliers todeal with.

QUESTION 79The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes.What does the Act phase of this methodology cover?

A. establishing the objectives and processes necessary to deliver results in accordance with Customerrequirements and the organization's policies

B. implementation of the processes

C. monitoring and measuring processes and services and reporting the results

D. taking the necessary actions to continually improve process performance "Pass Any Exam. Any Time." -www.actualtests.com 25Exin EX0-103: Practice Exam

Answer: D

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. This action is taken during the Plan phase of the methodology. B. Incorrect. This action istaken during the Do phase of the methodology. C. Incorrect. These are the actions taken during the Checkphase. D. Correct. This action is taken during the Act phase of the methodology.

QUESTION 80An approach to developing and implementing a Quality Management System consists of several steps.Which of the following is not a necessary step?

A. agreeing to the quality policy and objectives with the Change Manager

B. determining and providing the resources necessary to attain the quality objectives

C. determining the needs and expectations of Customers and other interested parties

D. establishing methods to measure the effectiveness and efficiency of each process

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. The quality policy and quality objectives need to be agreed with more people, not only with theChange Manager.B. Incorrect. This is a step involved in developing and implementing a Quality Management System.C. Incorrect. This is a step involved in developing and implementing a Quality Management System.D. Incorrect. This is a step involved in developing and implementing a Quality Management System.

QUESTION 81What is the primary purpose of analyzing Change records?

A. to be able to open a new Problem record, so proactive identification of Incidents is possible

B. to check if related Incident records are adequately closed

C. to detect increasing levels of Changes and emerging trends

D. to provide input to the Service Reporting process

Answer: C

Section: (none)

Explanation/Reference:Explanation:


A. Incorrect. Problem records are opened based upon Incident analysis. B. Incorrect. To check if Incidentrecords are adequately closed, Incident records shall be analyzed.C. Correct. Analysis of Change records allows for trend identification. D. Incorrect. The purpose ofanalyzing Change records is to detect increasing levels of Changes and emerging trends.

QUESTION 82Personnel should be competent on the basis of appropriate education and experience. Which of thefollowing 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 relevantbachelors degree.

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

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. This is a best practice according to the standard. B. Incorrect. This is relevant to availability ofresources, however not a best practice for competency.C. Incorrect. A bachelors degree is not a requirement, relevant training for the role is. D. Incorrect. This is aspecific training for Security, but not a best practice for competency in general.

QUESTION 83Which standard describes the fundamental aspects of Quality Management Systems?

A. ISO 9000

B. ISO/IEC 15504

C. ISO/IEC 20000

D. ISO/IEC 27001

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. ISO 9000 is part of a family of standards for Quality Management Systems. B. Incorrect. ISO/

IEC 15504 is the Process Assessment standard. C. Incorrect. ISO/IEC 20000 is the IT ServiceManagement standard focused on the IT Service Management System."Pass Any Exam. Any Time." - www.actualtests.com 27Exin EX0-103: Practice Exam

D. Incorrect. ISO/IEC 27001 his is the Security Management standard focused on the SecurityManagement System

QUESTION 84What is the objective of the Service Continuity and Availability Management processes?

A. to ensure agreed effective communication towards Customers

B. to ensure that agreed levels of service commitments to Customers can be met in all circumstances

C. to ensure that agreed Service Continuity and Availability commitments to Customers can be met in allcircumstances

D. to ensure that agreed Service Continuity and Availability commitments to providers can be met in allcircumstances

Answer: C

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. Effective communication is not the objective of the process Service Continuity and AvailabilityManagement. It is more relevant to Service Reporting. B. Incorrect. Managing levels of service is theobjective of the Service Level Management process.

C. Correct. This is the objective of the Service Continuity and Availability Management processes. D.Incorrect. Service Continuity and Availability Management is a process between a supplier and a Customer.Not between a supplier and a provider.

QUESTION 85A group of activities within Release Management is roll-out, distribution and installation. What should beensured 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.

Answer: C

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. This is part of Change Management as opposed to Release Management. B. Incorrect. This ispart of the documentation procedure, not of the roll-out, distribution and installation.C. Correct. This is a best practice according to the standard."Pass Any Exam. Any Time." - www.actualtests.com 28Exin EX0-103: Practice Exam

D. Incorrect. This is part of Release verification and acceptance.

QUESTION 86Top management has to provide evidence of its commitment to developing, implementing and improving itsService Management capability within the context of the organization's business and Customers'requirements. What is the best way that management can make this visible?

A. by outsourcing Change Management

B. by taking disciplinary action against underperforming employees

C. by taking part in the planning of new IT services

D. through leadership and actions

Answer: D

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. Outsourcing Change Management is insufficient evidence to show top managementcommitment.B. Incorrect. This is not sufficient action to ensure that commitment from top management is visible.C. Incorrect. Taking part in the planning of new services is insufficient action to ensure that commitmentfrom top management is visible.D. Correct. Top management can make their commitment visible by showing strong leadership and takingfirm actions.

QUESTION 87Which of the following is used as a set of guidance materials for IT governance?

A. CobITTM

B. ISO 9000

C. ISO/IEC 20000

D. MOF

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. CobiTTM is ISACA's guidance for IT governance. B. Incorrect. ISO 9000 is the generic QualityManagement System standard. C. Incorrect. ISO/IEC 20000 is the IT Service Management standard. D.Incorrect. MOF is the service management framework from Microsoft.


QUESTION 88What is the objective of IT Service Management?

A. to provide critical services to business customers

B. to provide guaranteed service levels against business requirements

C. to provide management of services to meet business requirements

D. to provide services to the maximum level to the business

Answer: C

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. The customer services will be more than critical services. B. Incorrect. The services are notguaranteed, the service is simply being provided. C. Correct. The focus for IT Service Management needsto be on agreed business requirements. D. Incorrect. The customers may not require "maximum" levels.

QUESTION 89To which process shall Problem Management ensure that up-to-date information on Known Errors andcorrected Problems is available?

A. all ISO/IEC 20000 processes

B. Availability Management

C. Configuration Management

D. Incident Management

Answer: D

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. According to the standard Problem Management shall make this information available to theIncident Management process, not to all ISO/IEC processes. B. Incorrect. According to the standardProblem Management shall make this information available to the Incident Management process.C. Incorrect. According to the standard Problem Management shall make this information available to theIncident Management process.D. Correct. Problem Management shall make this information available to the Incident Managementprocess, to allow for Incident matching.

QUESTION 90Which type of event or activity can trigger a service Change, which would need to be catered for in theService Management plan?


A. Major Incident

B. Service improvement activities

C. System Lifecycle Management

D. Urgent Change

Answer: B

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. This is an event within a process, the process is designed to handle these events, and so itdoes not affect the Service Management plan. B. Correct. Improving the service implies changes to theprocesses and service and consequently affects the Service Management plan.C. Incorrect. System Lifecycle Management manages the lifecycle of IT systems; this does not affect theService Management plan.D. Incorrect. This is an event within a process. The process is designed to handle these events, and so thisdoes not affect the Service Management plan.

QUESTION 91Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A. to be able to allocate roles and responsibilities

B. to be able to define the objectives and requirements that are to be achieved by Service Management

C. to be able to establish the Service Management policy, objectives and plans

D. to determine whether the Service Management requirements are effectively implemented andmaintained

Answer: D

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. This is a part of implementing the Service Management plan. B. Incorrect. This is a part of theService Management plan. During the Check phase it is important to review if the objectives are beingachieved.C. Incorrect. This is a part of Management responsibility. D. Correct. This is a part of the standard withregard to the Check phase.

QUESTION 92What is the certification audit primarily based on?


A. personnel records

B. process descriptions

C. reports by certified financial auditors

D. specifications

Answer: B

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. ISO/IEC 20000 is a process-based standard. Although various records and documents may beused as evidence in a certification audit, process-related documents (e.g. process descriptions) will formthe basis of the evidence. B. Correct. ISO/IEC 20000 is a process-based standard. The certification auditwill be primarily based upon process-related documentation (such as process descriptions) which can beused to assess the range of processes covered in the standard. C. Incorrect. ISO/IEC 20000 is a process-based standard, and therefore process-related documents (e.g. process descriptions) will form the basis ofthe evidence. Reports by certified financial auditors will provide relevant evidence to audit Budgeting andAccounting for IT Services, but will not provide information across all processes. D. Incorrect. ISO/IEC20000 is a process-based standard. Although various records and documents may be used as evidence ina certification audit, process-related documents (e.g. process descriptions) will form the basis of theevidence.

QUESTION 93What is the correct way to make a change to a contract as a result of a major review of an authorizedcontract?

A. through the Business Relationship Management process

B. through the Change Management process

C. through the Customer representative

D. through the Supplier Management process

Answer: B

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. The Business Relationship Management process is responsible for setting up service reviewmeetings to discuss changes to the service scope, SLA , contract etc. Changes to the contract(s) resultingfrom these meetings will be subject to the Change Management process. B. Correct. Any changes to thecontract shall be subject to the Change Management process. C. Incorrect. These representatives will beinvolved via other processes (e.g. Business Relationship Management process).

D. Incorrect. Supplier Management is responsible for having a process in place for a major review of thecontract. Any changes to the contract shall be subject to the Change Management process.


QUESTION 94Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, whichof the following should not be taken into account?

A. the available skills

B. the competing requirements for resources

C. the effort/cost to provide the method of resolution

D. the number of previously reported Incidents for the particular Configuration Item (CI)

Answer: D

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. This is a relevant aspect for scheduling Incident or Problem resolution. B. Incorrect. This is arelevant aspect for scheduling Incident or Problem resolution. C. Incorrect. This is a relevant aspect forscheduling Incident or Problem resolution. D. Correct. This is not relevant when scheduling resolution. It isrelevant when identifying Problems.

QUESTION 95What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC20000-1:2005?

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

Answer: B

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. This is outside the scope of the standard. B. Correct. A focus on end-to-end Servicemanagement is essential plus it is required by the standard.C. Incorrect. This is the responsibility of the Lead Suppliers. D. Incorrect. The Service Provider needs toretain management control, but does not define the supplier processes.


QUESTION 96What details should be recorded as a baseline prior to implementing a plan for service improvement?

A. backlog of changes for the service

B. number of staff involved

C. service quality and levels

D. time taken to operate the process

Answer: C

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. This may be one of the measures if backlog of changes is to be reduced but there may beother details too.B. Incorrect. This may be one of the measures if staff numbers are to be improved but there may be otherdetails too.C. Correct. The standard recommends the collection of service quality and levels as a baseline so thatactual improvement can be measured.D. Incorrect. This may be one of the measures if time taken is to be improved but there may be otherdetails too.

QUESTION 97What is SixSigma®?

A. It is a quality instrument to measure defects in process outputs.

B. It is a six step maturity model to improve the capability of business processes.

C. It is a standard that is recently developed for improvement of IT processes.

D. It is a structured, statistically based approach to process improvement.

Answer: D

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. It is not only a quality instrument, it encompasses an improvement methodology.B. Incorrect. It is not a maturity model.C. Incorrect. It is developed in the 80's for general business processes.D. Correct.

QUESTION 98How 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

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. This is the focus of the cycle.B. Incorrect. The focus of the cycle is on continual improvement and not specifically customer orientation.C. Incorrect. The model can be used during the design phase, but the focus is on continual improvementduring all phases.D. Incorrect. Cost models as part of budgeting and accounting would do this.

QUESTION 99What is the definition of Availability?

A. a record containing details of which Configuration Items (CIs) are affected and how they are affected byan authorized Change

B. a snapshot of the state of a service or individual Configuration Item (CI) at a point in time

C. any event which is not part of the standard operation of a service and which causes or may cause aninterruption to, or a reduction in, the quality of that service

D. the ability of a component or service to perform its required function at a stated instant or over a statedperiod of time

Answer: D

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. This is the definition of a Change record.B. Incorrect. This is the definition of a Baseline.C. Incorrect. This is the definition of an Incident.D. Correct. This is the definition of Availability.

QUESTION 100New or changed services need to be accepted before being implemented into the live environment. Whatshall be done after a new or changed service has been implemented?

A. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.

B. An approach needs to be defined for interfacing to projects that are creating or modifying services."Pass Any Exam. Any Time." - www.actualtests.com 35Exin EX0-103: Practice Exam

C. Nothing additional: the new or changed service goes into Business As Usual and will be managed as anormal service.

D. The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. This clause is part of the standard.B. Incorrect. This is part of Plan Service Management (Plan), and not relevant after new or changedservices have been implemented.C. Incorrect. According to the standard a PIR is a necessity. Doing nothing additional is no option. D.Incorrect. This clause is part of Change Management. And this should already be in place or defined beforeimplementing.

QUESTION 101What is the recommendation with regard to the implementation of an emergency Change?

A. Only the senior manager should authorize emergency Changes.

B. The Change process should be completely bypassed.

C. There is a separate process for emergency Changes.

D. Where possible the Change process should be followed.

Answer: D

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. The authorization of the emergency Change is part of the process and there is norecommendation about who does this.

B. Incorrect. It is not recommended to bypass the whole process although some activities may be bypassedand covered later.C. Incorrect. There is a requirement for a separate policy for emergency Changes but not arecommendation for a separate process.D. Correct. It is recommended that the Change process should be followed where possible although anyactivities bypassed should be undertaken as soon as possible.

QUESTION 102For 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 "Pass Any Exam. AnyTime." - www.actualtests.com 36Exin EX0-103: Practice Exam

C. for organizations wishing to certify their services

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

Answer: B

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. ITIL® is much deeper than ISO/IEC 20000 therefore it will not confirm that all of ITIL® hasbeen implemented.B. Correct. This is referenced within the scope of the standard. C. Incorrect. It is the management systemthat gets certified not the services. D. Incorrect. Service Providers specify their processes based upon ISO/IEC 20000 and ITIL®.

QUESTION 103Any organization may be impacted by legislative or regulatory change in the future. Where should this becovered?

A. in a Change request

B. in the Business Relationship Management process

C. in the Service Level Agreement (SLA)

D. in the Service Management plan

Answer: D

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. A legislative or regulatory change may result in a Change request once the change happens,but the Service Management plan is the place to anticipate such triggers. B. Incorrect. The BusinessRelationship Management process is likely to gather the information about such changes but the ServiceManagement plan is the place to anticipate such triggers. C. Incorrect. The Service Level Agreement maybe impacted by such changes once they happen but the Service Management plan is the place to anticipatesuch triggers. D. Correct. The Service Management plan should cover Service Management processes andservice changes triggered by events such as these.

QUESTION 104What 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"Pass Any Exam. Any Time." - www.actualtests.com 37Exin EX0-103: Practice Exam

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. The objective is to ensure the service provider has sufficient Capacity to meet the current andfuture agreed demands of the Customer's business needs. B. Incorrect. There is no objective to meet alldemands but to meet agreed demands. C. Incorrect. There is no specific mention of development andoperational requirements. D. Incorrect. The objective is to provide sufficient Capacity to meet currentdemands but also agreed future demands.

QUESTION 105What does a quality policy aim to define?

A. the formally expressed quality intentions and direction of an organization

B. the legal obligations that the organization must fulfill

C. the requirements of ISO/IEC 20000

D. the requirements of the customer as stated in the Service Level Agreement (SLA)

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. A statement defined to deliver focus to the organization. B. Incorrect. The document will recordany policy statements pertinent to the obligations but not the obligations themselves.C. Incorrect. These detail the needs of the Quality Management System, not of the policy. D. Incorrect.These would provide input to the definition of the policies but these would not be the policies themselves.

QUESTION 106Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form thebasis for an organization's self-declaration of conformity?

A. First party audit

B. Second party audit

C. Third party audit

D. Fourth party audit

Answer: A

Section: (none)



A. Correct. A first-party audit is conducted for internal purposes. B. Incorrect. A second party audit will beconducted by Customers of the organization or by other persons on behalf of the Customers.C. Incorrect. The third party audit will be conducted by external independent organizations. D. Incorrect. Thefourth party audit is not a known concept.

QUESTION 107

In planning to implement Service Management, what does the plan need to say regarding tools according toISO/IEC 20000-2:2005?

A. The plan defines the tools as appropriate to support the processes.

B. The plan details the effects of new technologies and techniques on capacity.

C. The plan does not state any tools requirements.

D. The plan lists how every individual process is supported by a tool.

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. If tools are used to support a process, there is a need to define them. B. Incorrect. This is arequirement of Capacity Management (6.5c) and not of the plan to implement Service Management.C. Incorrect. The plan does require that tools are defined if used. D. Incorrect. There is no requirement thatevery individual process must be supported by a tool.

QUESTION 108Why is a scope statement for ISO/IEC 20000 important?

A. It defines what the management system has been certified against

B. It details all of the companies that have been certified

C. It details all of the services that have been certified

D. It identifies which processes have been excluded from the scope

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. The scope statement shows what the management system was tested against in order to awardcertification.B. Incorrect. Only one company can be awarded a certificate (single legal entity). C. Incorrect. It is themanagement system that is being certified not the services. D. Incorrect. All processes within the scope ofthe standard must be audited.


QUESTION 109Where would an IT service for the customer normally be defined?

A. in the IT Framework

B. in the Operational Level Agreement (OLA)

C. in the Service Catalog or the Service Level Agreement (SLA)

D. in the Service Report

Answer: C

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. The IT Framework provides a structure for service management but would not define theservice itself.B. Incorrect. The OLA would define a support arrangement behind the prime customer service. C. Correct.The Service Catalog or the SLA would define the service for the customer. D. Incorrect. The Service Report

would provide details of service performance not define the service.

QUESTION 110What is required to be included in Release Management procedures according to ISO/IEC 20000?

A. the authorization and implementation of emergency Changes

B. the investigation and prevention of Security Incidents

C. the recording of all reported Incidents

D. the updating and changing of configuration information and Change records

Answer: D

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. This is part of the Change Management procedures. B. Incorrect. This is part of theInformation Security Management procedures. C. Incorrect. This is part of the Incident Managementprocedures. D. Correct. According to the standard this is a requirement. Release management proceduresshall include the updating and changing of configuration information and Change records.

QUESTION 111What should planning for new or changed services include?


A. budgets and staff resources

B. major non-conformities to all Underpinning Contracts (UCs)

C. recent Problems and Known Errors in the desktop environment

D. trends in Capacity growth of the current applications

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. When planning new or changed services it should be considered how this affects the budgetand workload.B. Incorrect. Major non-conformities to all Underpinning Contracts are not relevant to planning for new orchanged services.C. Incorrect. Recent Problems and Known Errors in the desktop environment have normally no relation toplanning for new or changed services.D. Incorrect. This indicates the Capacity growth for current applications, it does not need to provide anyrelevant information for new or changed services.

QUESTION 112What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

A. an updated Operational Level Agreement

B. cost, organizational, technical and commercial impact

C. the policies, plans and procedures of each process or set of processes

D. the Service Management plan

Answer: B

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. This is not relevant.B. Correct. This is part of the standard.C. Incorrect. Documenting these documents is part of Do, revising is part of Act (in de PDCAmethodology ).This is no part of the proposals for new or changed services. D. Incorrect. This plan is much broader thanonly new or changed services.

QUESTION 113What purpose can the ISO/IEC 20000 standard serve?

A. It defines specific Key Performance Indicators (KPIs) upon which service performance can beassessed."Pass Any Exam. Any Time." - www.actualtests.com 41Exin EX0-103: Practice Exam

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.

Answer: B

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. The standard requires that service performance is assessed by monitoring and reportingagainst service level targets. However, it does not define specific KPIs, as these will differ depending uponthe situation (organization, services, agreed targets etc). B. Correct. The Specification (Part 1) of thestandard defines the requirements to be satisfied in a certification audit.C. Incorrect. The requirements need to be driven by the business needs of the customer, not by thestandard. The standard can help to ensure that suppliers are managed towards the provision of qualityservices.D. Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of thestandard defines the requirements to be satisfied in a certification audit.

QUESTION 114Why is it important for Service Providers to provide documents and records?

A. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.

B. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration ManagementDatabase (CMDB)

C. to ensure effective planning, operation and control of Service Management

D. to ensure employeesare aware of the relevance and importance of their work activities

Answer: C

Section: (none)

Explanation/Reference:Explanation:A. Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.B. Incorrect. This is part of Configuration Management. C. Correct. To manage Service Management,documents and records are needed. As a result, the Service Provider has evidence that it is in control.Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.D. Incorrect. This is part of competence, awareness and training and is not relevant to documentation.


QUESTION 115Who should be recommended to support the Senior Responsible Owner in his/her responsibility for thedelivery of the management system?

A. a decision taking group

B. the Change Advisory Board (CAB)

C. the senior customer representative

D. the service managers

Answer: A

Section: (none)

Explanation/Reference:Explanation:A. Correct. The standard states that the Senior Responsible Owner should be supported by a decisiontaking group with sufficient authority to define policy and to enforce decisions. B. Incorrect. The ChangeAdvisory Board is an important group with a specific function which is not as wide as the managementsystem.C. Incorrect. The senior customer representative may provide input to requirements for the managementsystem but will not be responsible for its delivery. D. Incorrect. The service managers will implement themanagement system that is the responsibility of the Senior Responsible Owner.

QUESTION 116What 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

Answer: C

Section: (none)

Explanation/Reference:"Pass Any Exam. Any Time." - www.actualtests.com 43






Answer: A

Section: (none)



A. Correct. A first-party audit is conducted for internal purposes. B. Incorrect. A second party audit will beconducted by Customers of the organization or by other persons on behalf of the Customers.C. Incorrect. The third party audit will be conducted by external independent organizations. D. Incorrect. The

fourth party audit is not a known concept.






Answer: A

Section: (none)









Answer: A

Section: (none)









Answer: A

Section: (none)




EXIN_CertifyMe_EX0-103_v2010-07-29_120q_By-Aalok

Number: EX0-103Passing Score: 800Time Limit: 120 minFile Version: 2010-07-29

Code: EX0-103

Version:2010-07-29

it solved all your exam problems easily

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By-Aalok

Exam A






Answer: B

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)







Answer: B

Section: (none)







Answer: D

Section: (none)






D. User training

Answer: A

Section: (none)







Answer: B

Section: (none)








Answer: D

Section: (none)





C. Problems


Answer: C

Section: (none)







Answer: C

Section: (none)








Answer: D

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)







Answer: A

Section: (none)





C. Capacity Plan


Answer: C

Section: (none)







Answer: B

Section: (none)







Answer: B

Section: (none)







Answer: A

Section: (none)







Answer: D

Section: (none)







Answer: B

Section: (none)



A. Customer

B. End user

C. Service Provider

D. Supplier

Answer: A

Section: (none)



A. CMMI

B. CobITTM

C. ITIL

D. MOF

Answer: A

Section: (none)







Answer: D

Section: (none)








Answer: C

Section: (none)







Answer: C

Section: (none)







Answer: A

Section: (none)







Answer: C

Section: (none)







Answer: D

Section: (none)


QUESTION 29






Answer: C

Section: (none)







Answer: C

Section: (none)



A. BS 1968

B. BS 7799

C. BS 8800

D. BS 15000

Answer: D

Section: (none)







Answer: C

Section: (none)







Answer: C

Section: (none)







Answer: B

Section: (none)







Answer: D

Section: (none)







Answer: D

Section: (none)







Answer: B

Section: (none)







Answer: A

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)




A. CobIT TM

B. ITIL

C. MOF

D. Six Sigma

Answer: D

Section: (none)



A. annually

B. monthly


D. quarterly

Answer: A

Section: (none)







Answer: C

Section: (none)







Answer: A

Section: (none)







Answer: A

Section: (none)



A. ISO 9001

B. ISO/IEC 15504

C. ISO/IEC 20000

D. ISO/IEC 27001

Answer: D

Section: (none)



A. CobIT TM

B. ITIL

C. MOF

D. Six Sigma

Answer: C

Section: (none)








Answer: B

Section: (none)





C. Operations

D. Service Desk

Answer: B

Section: (none)







Answer: B

Section: (none)







Answer: A

Section: (none)







Answer: A

Section: (none)







Answer: B

Section: (none)



A. Change



D. Release

Answer: B

Section: (none)







Answer: B

Section: (none)






D. no services

Answer: D

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)




A. locations

B. risks

C. services

D. staff

Answer: B

Section: (none)



A. After the breach



D. Never

Answer: B

Section: (none)







Answer: C

Section: (none)



A. the Auditor




Answer: C

Section: (none)







Answer: A

Section: (none)







Answer: C

Section: (none)




A. Incidents

B. Known Errors

C. Licenses


Answer: C

Section: (none)




B. a major Incident



Answer: A

Section: (none)







Answer: A

Section: (none)







Answer: C

Section: (none)







Answer: D

Section: (none)







Answer: D

Section: (none)



A. the customer

B. all employees


D. Management only

Answer: B

Section: (none)







Answer: B

Section: (none)







Answer: D

Section: (none)







Answer: D

Section: (none)







Answer: C

Section: (none)








Answer: A

Section: (none)







Answer: C

Section: (none)








Answer: B

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)







Answer: C

Section: (none)









Answer: A

Section: (none)



A. ISO 9000

B. ISO/IEC 15504

C. ISO/IEC 20000

D. ISO/IEC 27001

Answer: A

Section: (none)









Answer: C

Section: (none)








Answer: C

Section: (none)








Answer: D

Section: (none)



A. CobITTM

B. ISO 9000

C. ISO/IEC 20000

D. MOF

Answer: A

Section: (none)








Answer: C

Section: (none)







Answer: D

Section: (none)




A. Major Incident



D. Urgent Change

Answer: B

Section: (none)







Answer: D

Section: (none)







D. specifications

Answer: B

Section: (none)







Answer: B

Section: (none)









Answer: D

Section: (none)







Answer: B

Section: (none)








Answer: C

Section: (none)







Answer: D

Section: (none)








Answer: A

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)







Answer: D

Section: (none)








Answer: B

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)







Answer: A

Section: (none)







Answer: A

Section: (none)




QUESTION 107






Answer: A

Section: (none)







Answer: A

Section: (none)








Answer: C

Section: (none)








Answer: D

Section: (none)








Answer: A

Section: (none)







Answer: B

Section: (none)







Answer: B

Section: (none)







Answer: C

Section: (none)








Answer: A

Section: (none)







Answer: C

Section: (none)






D. User training

Answer: A

Section: (none)




A. CobIT TM

B. ITIL

C. MOF

D. Six Sigma

Answer: D

Section: (none)







Answer: B

Section: (none)







Answer: C

Section: (none)



EXIN.ActualTests.EX0-103.v2009-03-05.by.jiovalon.116q

Number: 000-000Passing Score: 800Time Limit: 120 minFile Version: 1.0

Exin EX0-103

EX0-103 ISO/IEC 20000 Foundation

Practice TestVersion 3.0Exin EX0-103: Practice Exam

Exam A






Answer: B

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)







Answer: B

Section: (none)







Answer: D

Section: (none)






D. User training

Answer: A

Section: (none)







Answer: B

Section: (none)








Answer: D

Section: (none)





C. Problems


Answer: C

Section: (none)







Answer: C

Section: (none)








Answer: D

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)







Answer: A

Section: (none)





C. Capacity Plan


Answer: C

Section: (none)







Answer: B

Section: (none)







Answer: B

Section: (none)







Answer: A

Section: (none)







Answer: D

Section: (none)







Answer: B

Section: (none)



A. Customer

B. End user

C. Service Provider

D. Supplier

Answer: A

Section: (none)



A. CMMI

B. CobITTM

C. ITIL

D. MOF

Answer: A

Section: (none)







Answer: D

Section: (none)








Answer: C

Section: (none)







Answer: C

Section: (none)







Answer: A

Section: (none)







Answer: C

Section: (none)







Answer: D

Section: (none)


QUESTION 29






Answer: C

Section: (none)







Answer: C

Section: (none)



A. BS 1968

B. BS 7799

C. BS 8800

D. BS 15000

Answer: D

Section: (none)







Answer: C

Section: (none)







Answer: C

Section: (none)







Answer: B

Section: (none)







Answer: D

Section: (none)







Answer: D

Section: (none)







Answer: B

Section: (none)







Answer: A

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)




A. CobIT TM

B. ITIL

C. MOF

D. Six Sigma

Answer: D

Section: (none)



A. annually

B. monthly


D. quarterly

Answer: A

Section: (none)







Answer: C

Section: (none)







Answer: A

Section: (none)







Answer: A

Section: (none)



A. ISO 9001

B. ISO/IEC 15504

C. ISO/IEC 20000

D. ISO/IEC 27001

Answer: D

Section: (none)



A. CobIT TM

B. ITIL

C. MOF

D. Six Sigma

Answer: C

Section: (none)








Answer: B

Section: (none)





C. Operations

D. Service Desk

Answer: B

Section: (none)







Answer: B

Section: (none)







Answer: A

Section: (none)







Answer: A

Section: (none)







Answer: B

Section: (none)



A. Change



D. Release

Answer: B

Section: (none)







Answer: B

Section: (none)






D. no services

Answer: D

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)




A. locations

B. risks

C. services

D. staff

Answer: B

Section: (none)



A. After the breach



D. Never

Answer: B

Section: (none)







Answer: C

Section: (none)



A. the Auditor




Answer: C

Section: (none)







Answer: A

Section: (none)







Answer: C

Section: (none)




A. Incidents

B. Known Errors

C. Licenses


Answer: C

Section: (none)




B. a major Incident



Answer: A

Section: (none)







Answer: A

Section: (none)







Answer: C

Section: (none)







Answer: D

Section: (none)







Answer: D

Section: (none)



A. the customer

B. all employees


D. Management only

Answer: B

Section: (none)







Answer: B

Section: (none)







Answer: D

Section: (none)







Answer: D

Section: (none)







Answer: C

Section: (none)








Answer: A

Section: (none)







Answer: C

Section: (none)








Answer: B

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)







Answer: C

Section: (none)









Answer: A

Section: (none)



A. ISO 9000

B. ISO/IEC 15504

C. ISO/IEC 20000

D. ISO/IEC 27001

Answer: A

Section: (none)









Answer: C

Section: (none)








Answer: C

Section: (none)








Answer: D

Section: (none)



A. CobITTM

B. ISO 9000

C. ISO/IEC 20000

D. MOF

Answer: A

Section: (none)








Answer: C

Section: (none)







Answer: D

Section: (none)




A. Major Incident



D. Urgent Change

Answer: B

Section: (none)







Answer: D

Section: (none)







D. specifications

Answer: B

Section: (none)







Answer: B

Section: (none)









Answer: D

Section: (none)







Answer: B

Section: (none)








Answer: C

Section: (none)







Answer: D

Section: (none)








Answer: A

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)







Answer: D

Section: (none)








Answer: B

Section: (none)







Answer: D

Section: (none)







Answer: A

Section: (none)







Answer: A

Section: (none)







Answer: A

Section: (none)




QUESTION 107






Answer: A

Section: (none)







Answer: A

Section: (none)








Answer: C

Section: (none)








Answer: D

Section: (none)








Answer: A

Section: (none)







Answer: B

Section: (none)







Answer: B

Section: (none)







Answer: C

Section: (none)








Answer: A

Section: (none)







Answer: C

Section: (none)


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