EX0-103 Online Practice Questions and Answers

Who conducts the "first party audit"?

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

The 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

Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

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

What 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

What 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

What 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

Why 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 and maintained

What is the certification audit primarily based on?

A. personnel records

B. process descriptions

C. reports by certified financial auditors

D. specifications

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.

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

A. a decision taking group

B. the Change Advisory Board (CAB)

C. the senior customer representative

D. the service managers