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Exin EX0-103 Exam

Status: RETIRED
Certification Provider: Exin
Exam Name: Exin IT Service Management based on ISO/IEC 20000
Duration: 30 Minutes
Number of questions in our database: 116
Exam Version: 03-12-2018
EX0-103 Exam Official Topics:
  • Topic 1: Introduction to IT Service Management The Service Management System (SMS) Service Design and Transition The service delivery processes and their relationships The relationship processes and their relationships The resolution processes and their

Free Exin EX0-103 Exam Actual Questions

The questions for EX0-103 were last updated On 03-12-2018

Question #1

In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

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Correct Answer: A

A . Correct. If tools are used to support a process, there is a need to define them.

B . Incorrect. This is a requirement of Capacity Management (6.5c) and not of the plan to implement Service Management.

C . Incorrect. The plan does require that tools are defined if used.

D . Incorrect. There is no requirement that every individual process must be supported by a tool.


Question #2

Why is a scope statement for ISO/IEC 20000 important?

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Correct Answer: A

A . Correct. The scope statement shows what the management system was tested against in order to award certification.

B . Incorrect. Only one company can be awarded a certificate (single legal entity).

C . Incorrect. It is the management system that is being certified not the services.

D . Incorrect. All processes within the scope of the standard must be audited.


Question #3

Where would an IT service for the customer normally be defined?

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Correct Answer: C

A . Incorrect. The IT Framework provides a structure for service management but would not define the service itself.

B . Incorrect. The OLA would define a support arrangement behind the prime customer service.

C . Correct. The Service Catalog or the SLA would define the service for the customer.

D . Incorrect. The Service Report would provide details of service performance not define the service.


Question #4

What is required to be included in Release Management procedures according to ISO/IEC 20000?

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Correct Answer: D, D

A . Incorrect. This is part of the Change Management procedures.

B . Incorrect. This is part of the Information Security Management procedures.

C . Incorrect. This is part of the Incident Management procedures.


Question #5

What should planning for new or changed services include?

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Correct Answer: A

A . Correct. When planning new or changed services it should be considered how this affects the budget and workload.

B . Incorrect. Major non-conformities to all Underpinning Contracts are not relevant to planning for new or changed services.

C . Incorrect. Recent Problems and Known Errors in the desktop environment have normally no relation to planning for new or changed services.

D . Incorrect. This indicates the Capacity growth for current applications, it does not need to provide any relevant information for new or changed services.



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