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 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.

Which stakeholder will define service level requirements?

A. Customer

B. End user

C. Service Provider

D. Supplier

Which 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 and Implementing Service Management process

C. the Requirements for a Management System process

D. those that support business critical services

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

What 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

What 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

While 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 a plan.

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 is maintained.

Where 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)

What 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