EX0-103 Online Practice Questions and Answers

What 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 processes that contribute to customer acceptance of services

What 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

The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service 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

What 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

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

A. annually

B. monthly

C. only when there is a business need to change the service

D. quarterly

What 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

Which 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

An 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

New or changed services need to be accepted before being implemented into the live environment. What shall 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.

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

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

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