Testinside EX0-103 Exam Dumps
Exam : EXIN ex0-103
Title : ISO/IEC 20000 Foundation

1. 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
Answer: B

2. What is the objective of a Management System?
A. to define, agree, record and manage levels of services
B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D. to provide the policies and the framework that is needed for the effective management and implementation of all IT services
Answer: D

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
Answer: A

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
Answer: B

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
Answer: D

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The EX0-101 certificate in IT Service Management of the ITIL Qualification Scheme focuses on providing knowledge and comprehension of the key concepts, structure, terminology and processes of ITIL.

This entry level certification offers candidates a general awareness of the key elements of the ITIL V3 Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices.

The Information Technology Infrastructure Library (ITIL) also known as Infrastructure Management Service (IMS) is a set of concepts and policies for managing information technology (IT) infrastructure, development and operations.

ITIL gives a detailed description of a number of important IT practices with comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs. ITIL is published in a series of books, each of which covers an IT management topic. The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom’s Office of Government Commerce (OGC).

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EX0-101 from Exin is also called ITIL V3 Foundation Certificate Syllabus_v.4.0. This examination was preceded by version 3 and version 4 has just been approved in October of 2008. The examination tests the ITIL concepts, terminologies and structure of a potential candidate and is directed towards those professionals who are already working in set ups that employ ITIL as a major part of their organizational structure. The questions will cover Service management, service lifecycle, service strategy and designs, and other concepts essential to the understanding of ITIL.
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