Exin EX0-110: Practice Exam QUESTION NO: 1 Which of the following is a benefit of ISO/IEC 20000 certification? A.

It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year. B. It shows that a company manages IT Services according to an independently audited quality standard. C. It shows that a company takes quality seriously and that each service is independently audited before it is being delivered. D. It shows that the highest possible quality level has been achieved. Answer: B

QUESTION NO: 2 What shall the Service Level Agreements (SLAs) with the suppliers be aligned with? A. the Service Level Plans B. the Service Management Plans C. the SLAs with the other parties D. the SLAs with the customers Answer: D

QUESTION NO: 3 When improving the IT Service Management system, what needs to be considered to ensure ongoing compliance with the service providerWhen improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider? corporate objectives / requirements? A. A competitor process managementsystemA competitor? process management system B. Any standards defined by the company itself C. The budget available to the Personnel Department D. The time to update the process documentation Answer: B

QUESTION NO: 4

"Pass Any Exam. Any Time." - 100% Guaranteed

Exin EX0-110: Practice Exam What is the definition of quality according to ISO 9000? A. Quality is when all features of a service which are agreed with the customer are being delivered to the customer. B. Quality is when the expectations from the customer to a certain service or product are being delivered to the customer. C. Quality is when the requirements and expectations of all stakeholders involved in the product lifecycle are being fulfilled. D. Quality is when the agreed service levels of a specific and defined service are met during morethen six subsequent periods. Answer: A

QUESTION NO: 5 Which of the following actions should be taken to ensure continual improvement of a Service 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 Service Management System at least annually. D. Start an internal service organization evaluation. Answer: A

QUESTION NO: 6 An objective of capacity management is to ensure that the service provider has, at all times, sufficient capacity to meet the current and future agreed demands of the customer's business needs. What document is produced to support this objective? A. Availability plan B. Business resource plan C. Capacity plan D. Service Management plan Answer: C

QUESTION NO: 7 What is the purpose of CobiT TM ? "Pass Any Exam. Any Time." - 100% Guaranteed 3

Exin EX0-110: Practice Exam A. To provide a high level process model that organizes a broad range of IT activities. B. To provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool. C. To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements. D. To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks. Answer: D

QUESTION NO: 8 Updates to the Service Level Agreement (SLA) shall be under the control of which process? A. Business Relationship Management process B. Change Management process C. Configuration Management process D. Service Level Management process Answer: B

QUESTION NO: 9 What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common? A. a focus on Information Security Management above all other processes B. consistent implementation of the PDCA cycle in IT Service Management C. improved compatibility with other management systems D. the possibility of increasing business success by means of a self-assessment process Answer: B

QUESTION NO: 10 Who conducts the first party audit? A. an external independent organization B. Customers of the IT Service Management organization C. other persons on behalf of the Customer D. the IT Service Management organization itself

"Pass Any Exam. Any Time." - 100% Guaranteed

Exin EX0-110: Practice Exam Answer: D

QUESTION NO: 11 What is the objective of the Security Management process? A. to manage information security effectively for critical services only B. to manage information security effectively for IT staff C. to manage information security effectively relating to the financial administration of service activities D. to manage information security effectively within all service activities Answer: D

QUESTION NO: 12 What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard? A. to improve the efficiency and effectiveness of the business B. to improve the efficiency and effectiveness of the ITIL processes C. to improve the efficiency and effectiveness of service delivery and management D. to improve the efficiency and effectiveness of service support Answer: C

QUESTION NO: 13 Which one of the following is based upon Best Practices from the service management community? A. CMMI B. CobIT TM C. ITIL D. Six Sigma Answer: C

QUESTION NO: 14 "Pass Any Exam. Any Time." - 100% Guaranteed 5

Exin EX0-110: Practice Exam What is accreditation in the context of ISO/IEC 20000? A. the determination of measurement results using defined procedures on the basis of documented requirements B. the evaluation of test results to verify compliance with requirements plus confirmation by the certification body C. the notification of approved testing and certification bodies with the relevant authority for publication D. the official recognition by a third party of organizations involved in testing, inspection and certification Answer: D

QUESTION NO: 15 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

QUESTION NO: 16 What is a purpose of ISO/IEC 20000? A. to promote the adoption of an integrated process approach B. to promote the adoption of IT governance C. to provide best practice guidance on IT Service Management D. to provide best practice guidance on security management Answer: A

QUESTION NO: 17 Which of the following is a best practice concerning information security risk assessment? A. Information security risk assessments should be carried out by an external auditor to maintain objectivity.

"Pass Any Exam. Any Time." - 100% Guaranteed

Exin EX0-110: Practice Exam B. Information security risk assessments should be performed as a result of the review of every incident. C. Information security risk assessments should be performed at agreed intervals and be maintained during changes. D. Information security risk assessments should be performed once a year. Answer: C

QUESTION NO: 18 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

QUESTION NO: 19 How is a "record" defined within ISO/IEC 20000? A. It is an intention to deliver services. B. It is evidence of activities performed. C. It is the result achieved by Service Support and Service Delivery activities. D. It is the result of activities relating to the requirements for a Management System. Answer: B

QUESTION NO: 20 There are eight quality management principles identified that can be used by top management in order to lead the organization toward improved performance. Which of the following is one of the eight principles? A. Accelerated performance B. Continual improvement C. Documented processes "Pass Any Exam. Any Time." - 100% Guaranteed 7

Exin EX0-110: Practice Exam D. Service culture Answer: B

QUESTION NO: 21 When scoping for ISO/IEC 20000, what is it that will be audited for certification? A. the ITIL processes in scope B. the Management System in scope C. the sections of the standard in scope D. the services in scope Answer: B

QUESTION NO: 22 What is the purpose of defining the requirements for a Service Management System? A. To ensure that new services are deliverable and manageable against the customer requirements B. To realize a Management System framework for IT Service Management C. To provide policies and a framework to enable effective management and implementation of all services D. To safeguard the implementation and delivery of Service Management Answer: C

QUESTION NO: 23 What are the main criteria to check whether ISO/IEC 20000 is applicable for service provider? A. That they retain all processes in house B. That they retain focus on the customer C. That they retain management control D. That they retain only the service delivery processes Answer: C

"Pass Any Exam. Any Time." - 100% Guaranteed

Exin EX0-110: Practice Exam QUESTION NO: 24 Security controls shall be documented. What will the controls be related to? A. locations B. risks C. services D. staff Answer: B

QUESTION NO: 25 In the context of norms and standards, what does the term "conformity" stand for? A. Alignment of an audit nonconformity report to a re-audit report. B. Compliance with a requirement. C. Quality Management System certification by an approved body. D. Verification of supplier certification. Answer: B

QUESTION NO: 26 What purpose can the ISO/IEC 20000 standard serve? A. It helps to decide on the requirements that need to be verified within the scope of a supply agreement. B. It provides a guideline for the Quality Management measures that must be taken in an organization to implement a quality policy. C. It provides a yardstick for the design of a total Quality Management System. D. It provides Key Performance Indicators (KPIs) upon which service performance can be assessed. Answer: B

QUESTION NO: 27 What may Certification Bodies do? A. Provide consultancy and certification services B. Provide neither consultancy nor certification services "Pass Any Exam. Any Time." - 100% Guaranteed 9

Exin EX0-110: Practice Exam C. Provide only certification services D. Provide only consultancy services Answer: C

QUESTION NO: 28 Service providers need to provide documents and records to ensure effective planning, operation and control of Service Management. Which of these is a record? A. Process description B. Request for change (RfC) C. Service level agreement (SLA) D. Service Management policy Answer: B

QUESTION NO: 29 Clear policies and processes need to be defined for budgeting and IT accounting. Which of the following needs to be included? A. Current and predicted costs related to capacity. B. Effective financial control and authorization. C. The Total Cost of Ownership (TCO) of the services. D. Workload characteristics and trend information. Answer: B

QUESTION NO: 30 What triggers a re-test of the Availability and Service Continuity plans? A. a major change to the business environment B. a major disaster having occurred C. significant periods of unplanned non-availability D. six months having passed since the last test Answer: A

"Pass Any Exam. Any Time." - 100% Guaranteed

10

Exin EX0-110: Practice Exam QUESTION NO: 31 What is the aim of an internal audit? A. to ensure and improve one's own quality capability B. to instruct all employeesthat quality-related requirements must be observed C. to monitor employee performance D. to verify whether the defined key performance indicators are actually determined Answer: A

QUESTION NO: 32 During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available? A. the Auditor B. the Business Relationship process owner C. theSenior responsible owner D. the Service Level Manager Answer: C

QUESTION NO: 33 Which of the following is within the scope of the requirements of ISO/IEC 20000? A. Charging for IT Services B. Information Security Management C. Operations D. Service Desk Answer: B

QUESTION NO: 34 What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve? A. It allows the suppliers to have full visibility of the organization's internal processes. B. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed. "Pass Any Exam. Any Time." - 100% Guaranteed 11

Exin EX0-110: Practice Exam C. It forces the organization to adopt a hierarchical management approach. D. It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization. Answer: D

QUESTION NO: 35 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 businessneed to change the service D. quarterly Answer: A

QUESTION NO: 36 All service changes should be reflected in change management records. Which of the aspects below is an example of a service change, that needs to be reflected in a change record? A. A formal closure of services B. A major incident C. A service level agreement (SLA) failure D. An identified problem Answer: A

QUESTION NO: 37 What may define the scope of Service Management in the Service Management plan? A. The location of the services B. The number of staff C. The size of the infrastructure D. The specific processes undertaken Answer: A

"Pass Any Exam. Any Time." - 100% Guaranteed

12

Exin EX0-110: Practice Exam QUESTION NO: 38 Which of the following is an ISO/IEC 20000 requirement relating to the service management plan? A. it must be available in at least one hard copy and approved B. it must include the documented procedures specified by the standard C. it must include the scope of the organization's service management plan D. It must never include any know-how of the organization Answer: C

QUESTION NO: 39 What is the best definition of a process? A. A collection of activities (related or not) moving towards a common goal. B. A collection of activities carried out with minimum effort. C. A logically related series of activities to deliver a defined objective. D. A single, repeatable, measurable, activity, with the potential for control. Answer: C

QUESTION NO: 40 What may define the scope of Service Management in the Service Management plan? A. The location of the services B. The number of staff C. The size of the infrastructure D. The specific processes undertaken Answer: A

QUESTION NO: 41 There are eight quality management principles identified that can be used by top management in order to lead the organization toward improved performance. Which of the following is one of the eight principles? A. Accelerated performance B. Continual improvement C. Documented processes "Pass Any Exam. Any Time." - 100% Guaranteed 13

Exin EX0-110: Practice Exam D. Service culture Answer: B

QUESTION NO: 42 Clear policies and processes need to be defined for budgeting and IT accounting. Which of the following needs to be included? A. Current and predicted costs related to capacity. B. Effective financial control and authorization. C. The Total Cost of Ownership (TCO) of the services. D. Workload characteristics and trend information. Answer: B

QUESTION NO: 43 What are the main criteria to check whether ISO/IEC 20000 is applicable for service provider? A. That they retain all processes in house B. That they retain focus on the customer C. That they retain management control D. That they retain only the service delivery processes Answer: C

QUESTION NO: 44 Which of the following is an ISO/IEC 20000 requirement relating to the service management plan? A. it must be available in at least one hard copy and approved B. it must include the documented procedures specified by the standard C. it must include the scope of the organization's service management plan D. It must never include any know-how of the organization Answer: C

QUESTION NO: 45

"Pass Any Exam. Any Time." - 100% Guaranteed

14

Exin EX0-110: Practice Exam What triggers a re-test of the Availability and Service Continuity plans? A. a major change to the business environment B. a major disaster having occurred C. significant periods of unplanned non-availability D. six months having passed since the last test Answer: A

QUESTION NO: 46 Service providers need to provide documents and records to ensure effective planning, operation and control of Service Management. Which of these is a record? A. Process description B. Request for change (RfC) C. Service level agreement (SLA) D. Service Management policy Answer: B

QUESTION NO: 47 What is the purpose of defining the requirements for a Service Management System? A. To ensure that new services are deliverable and manageable against the customer requirements B. To realize a Management System framework for IT Service Management C. To provide policies and a framework to enable effective management and implementation of all services D. To safeguard the implementation and delivery of Service Management Answer: C

QUESTION NO: 48 When scoping for ISO/IEC 20000, what is it that will be audited for certification? A. the ITIL processes in scope B. the Management System in scope C. the sections of the standard in scope

"Pass Any Exam. Any Time." - 100% Guaranteed

15

Exin EX0-110: Practice Exam D. the services in scope Answer: B

QUESTION NO: 49 All service changes should be reflected in change management records. Which of the aspects below is an example of a service change, that needs to be reflected in a change record? A. A formal closure of services B. A major incident C. A service level agreement (SLA) failure D. An identified problem Answer: A

QUESTION NO: 50 Which of the following is within the scope of the requirements of ISO/IEC 20000? A. Charging for IT Services B. Information Security Management C. Operations D. Service Desk Answer: B

QUESTION NO: 51 What is the best definition of a process? A. A collection of activities (related or not) moving towards a common goal. B. A collection of activities carried out with minimum effort. C. A logically related series of activities to deliver a defined objective. D. A single, repeatable, measurable, activity, with the potential for control. Answer: C

QUESTION NO: 52

"Pass Any Exam. Any Time." - 100% Guaranteed

16

Exin EX0-110: Practice Exam Security controls shall be documented. What will the controls be related to? A. locations B. risks C. services D. staff Answer: B

QUESTION NO: 53 What purpose can the ISO/IEC 20000 standard serve? A. It helps to decide on the requirements that need to be verified within the scope of a supply agreement. B. It provides a guideline for the Quality Management measures that must be taken in an organization to implement a quality policy. C. It provides a yardstick for the design of a total Quality Management System. D. It provides Key Performance Indicators (KPIs) upon which service performance can be assessed. Answer: B

QUESTION NO: 54 During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available? A. the Auditor B. the Business Relationship process owner C. theSenior responsible owner D. the Service Level Manager Answer: C

QUESTION NO: 55 What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve? A. It allows the suppliers to have full visibility of the organization's internal processes.

"Pass Any Exam. Any Time." - 100% Guaranteed

17

Exin EX0-110: Practice Exam B. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed. C. It forces the organization to adopt a hierarchical management approach. D. It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization. Answer: D

QUESTION NO: 56 What is the aim of an internal audit? A. to ensure and improve one's own quality capability B. to instruct all employeesthat quality-related requirements must be observed C. to monitor employee performance D. to verify whether the defined key performance indicators are actually determined Answer: A

QUESTION NO: 57 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 businessneed to change the service D. quarterly Answer: A

QUESTION NO: 58 What may Certification Bodies do? A. Provide consultancy and certification services B. Provide neither consultancy nor certification services C. Provide only certification services D. Provide only consultancy services Answer: C

"Pass Any Exam. Any Time." - 100% Guaranteed

18

Exin EX0-110: Practice Exam

QUESTION NO: 59 In the context of norms and standards, what does the term "conformity" stand for? A. Alignment of an audit nonconformity report to a re-audit report. B. Compliance with a requirement. C. Quality Management System certification by an approved body. D. Verification of supplier certification. Answer: B

"Pass Any Exam. Any Time." - 100% Guaranteed

19