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Braindumps of EX0-103
ISO/IEC 20000 Foundation

 

Thanx to www.examscheets.com for providing helpful material.Here is my contribution.


Q NO_ 1 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
ANS_ A
Explanation:
A. Correct. The standard states that the Senior Responsible Owner should be supported by a decision taking group with sufficient authority to define policy and to enforce decisions.
B. Incorrect. The Change Advisory Board is an important group with a specific function which is not as wide as the management system.
C. Incorrect. The senior customer representative may provide input to requirements for the management system but will not be responsible for its delivery.
D. Incorrect. The service managers will implement the management system that is the responsibility of the Senior Responsible Owner.

Q NO_ 2 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
ANS_ C

Q NO_ 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
ANS_ A

Q NO_ 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
ANS_ B

Q NO_ 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
ANS_ D

Q NO_ 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
ANS_ A

Q NO_ 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.
ANS_ B

Q NO_ 8 What is required to be included in proposals for new or changed services according to ISO/IEC 20000?
A. an updated Operational Level Agreement
B. cost, organizational, technical and commercial impact
C. the policies, plans and procedures of each process or set of processes
D. the Service Management plan
ANS_ B
Explanation:
A. Incorrect. This is not relevant.
B. Correct. This is part of the standard.
C. Incorrect. Documenting these documents is part of Do, revising is part of Act (in de PDCAmethodology ). This is no part of the proposals for new or changed services.
D. Incorrect. This plan is much broader than only new or changed services.

Q NO_ 9 The Service Provider should check that the Service Management objectives and the plan are beingachieved. Which of the following items is not measured as part of this monitoring, measuring or review?
A. Customer satisfaction
B. Major non-conformities
C. Problems
D. Resource utilization
ANS_ C

Q NO_ 10 Which statement below is not a purpose of Supplier Management procedures?
A. That business transactions between all parties are recorded
B. That information on the performance of all suppliers can be observed and acted upon
C. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D. That the suppliers understand their obligation to the Service Provider
ANS_ C

Q NO_ 11 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
ANS_ D

Q NO_ 12 What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?
A. The Service Level Plans
B. The Service Management Plans
C. The SLAs with the other parties
D. The SLAs with the customers
ANS_ D

Q NO_ 13 What is mandatory to define in the Incident Management procedures?
A. The escalation of Incidents
B. The implementation of emergency Changes
C. The recording of deficiencies in the Configuration Management Database (CMDB)
D. The recording of Problems
ANS_ A

Q NO_ 14 Which of the following is a best practice for Capacity Management?
A. A Capacity plan documenting the actual performance and the expected requirements should be 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 the Capacity plan.
D. The Service Catalog should be maintained and kept up-to-date.
ANS_ A

Q NO_ 15 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
ANS_ C

Q NO_ 16 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
ANS_ B

Q NO_ 17 What is the objective of Service Level Management?
A. To define, agree, record and manage levels of service
B. To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels
C. To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances
D. To establish and maintain good relationships with Customers
ANS_ A

EX0-103


 

 

 

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