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 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 theService Provider

D. That the suppliers understand their obligation to the Service Provider

It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

A. A senior responsible owner should be assigned as chairman of the Change Advisory Board(CAB).

B. A senior responsible owner should handle all customer complaints to be able to improvecustomer satisfaction.

C. A senior responsible owner should ensure resourcing for service improvement activities.

D. A senior responsible owner should have responsiblity for Customer RelationshipManagement.

What does an IT service definition include?

A. the use of IT to support the customers business processes

B. the use of IT to support the organizations internal business processes

C. the use of IT to support the business processes of suppliers and partners

D. the use of IT to improve employee satisfaction within the organization

Who has a responsibility in continual improvement?

A. the customer

B. all employees

C. Quality experts only

D. Management only

A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

A. Changes are scheduled based upon priority and risk.

B. Contingency and back-out plans are available.

C. Redundant products, services and licenses are decommissioned.

D. The Release is tested to the satisfaction of the Customers.

Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

A. Major Incident

B. Service improvement activities

C. System Lifecycle Management

D. Urgent Change

Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

A. in a Change request

B. in the Business Relationship Management process

C. in the Service Level Agreement (SLA)

D. in the Service Management plan