Pass4sure EXIN,Inc ex0-103 2.95

ISO/IEC 20000 Foundation : ex0-103 Exam

Exam Number/Code: ex0-103
Exam Name: ISO/IEC 20000 Foundation

“ISO/IEC 20000 Foundation”, also known as ex0-103 exam, is a EXIN,Inc certification.
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1. 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
Answer: B

2. What 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 agreed cost and
services quality
D. to provide the policies and the framework that is needed for the effective management and implementation of
all IT services
Answer: D

3. Which 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

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4. 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
Answer: B

5. Which 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

6. Which 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

7. What 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 customer
organization.
Answer: B

8. What is accreditation in the context of ISO/IEC 20000?
A. the determination of measurement results using defined procedures on the basis of documented requirements
B. the evaluation of test results to verify compliance with requirements plus confirmation by the certification 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
Pass4sure EXIN,Inc ex0-103 Questions and Answers : 40 Q&As
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