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EX0-103 Exam Questions & Answers

Exam Code: EX0-103

Exam Name: ISO/IEC 20000 Foundation

Updated: Apr 10, 2024

Q&As: 116

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Practice These Free Questions and Answers to Pass the EXIN Inc Certification Exam

Questions 1

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

Show Answer
Questions 2

What is the objective of planning and implementing new or changed services?

A. To ensure that all Changes are assessed, approved, implemented and reviewed in acontrolled manner

B. To ensure that approved Changes are implemented in the IT infrastructure with acceptablerisks for the current and new IT services

C. To ensure that new services and changes to services will be deliverable and manageable atthe agreed cost and service quality

D. To ensure that standard methods and procedures are used so that Changes can be handledquickly and with the lowest possible negative impact on service quality

Show Answer
Questions 3

Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

A. Incidents

B. Known Errors

C. Licenses

D. Requests for Change (RFCs)

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Questions 4

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 process focused and thereby more efficient.

C. The organization behaves in a socially responsible way.

D. The organization has less suppliers to deal with.

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Questions 5

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.

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