ISO/IEC 20000 Foundation
Exam: EX0-103
Demo Edition
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EX0-103
1
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QUESTION: 1
Which of the following calculates the number of defects per million opportunities?
A. CobIT TM
B. ITIL
C. MOF
D. Six Sigma
Answer: D
QUESTION: 2
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and
the Customer to attend a service review meeting for discussing changes to the service
scope?
A. annually
B. monthly
C. only when there is a business need to change the service
D. quarterly
Answer: A
QUESTION: 3
The appointed member of management is only responsible for the co-ordination and
management of all services.Can this person perform internal audits for the delivery
processes?
A. No, because as manager he is not competent enough.
B. No, because this person is responsible for all processes and therefore he would audit his
own work.
C. Yes, because this person is not responsible for the delivery processes.
D. Yes, because as manager he should have knowledge of performing internal audits.
Answer: C
QUESTION: 4
What can be improved by achieving quality objectives?
A. effectiveness of the service
B. personal satisfaction of the Configuration Manager
C. relationship with interested suppliers
EX0-103
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D. relationship with unauthorized parties
Answer: A
QUESTION: 5
Which of the following statements is true?
A. Change Management is the most important of the Control processes.
B. Release Management shall be implemented only after the processes Change
Management and Configuration Management have become mature.
C. Release Management, Change Management and Configuration Management are Control
processes.
D. There shall be an integrated approach to Change and Configuration Management
planning.
Answer: D
QUESTION: 6
What is a Configuration Baseline?
A. a benchmark of the service provider's capability
B. a