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

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

A. Availability Plan

B. Business Resource Plan

C. Capacity Plan

D. Service Management Plan

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

A. At every change to the business environment

B. At least annually

C. At least bi-annually

D. In accordance with the business needs

What 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 wellsuited as a process implementation tool

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

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

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

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

A. After the breach

B. Before the breach

C. During service reporting

D. Never

When 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

What 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.

B. The organization becomes more customer focused.

C. The organization behaves in a socially responsible way.

D. The organization has less suppliers to deal with.

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

A. through the Business Relationship Management process

B. through the Change Management process

C. through the Customer representative

D. through the Supplier Management process

What 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