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EX0-103 - ISO/IEC 20000 Foundation - Dump Information

Vendor : Exin
Exam Code : EX0-103
Exam Name : ISO/IEC 20000 Foundation
Questions and Answers : 116 Q & A
Updated On : Click to Check Update
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EX0-103 Questions and Answers

Pass4sure EX0-103 Dumps with Real Questions & Practice Test


  1. Incorrect. The IT Framework provides a structure for service management but

    would not define the service itself.

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

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

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


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

  1. the authorization and implementation of emergency Changes

  2. the investigation and prevention of Security Incidents

  3. the recording of all reported Incidents

  4. the updating and changing of configuration information and Change records

Answer: D


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

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

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

  4. Correct. According to the standard this is a requirement. Release management procedures shall include the updating and changing of configuration information and Change records.


What should planning for new or changed services include?

  1. budgets and staff resources

  2. major non-conformities to all Underpinning Contracts (UCs)

  3. recent Problems and Known Errors in the desktop environment

  4. trends in Capacity growth of the current applications

Answer: A


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

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

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

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


What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

  1. an updated Operational Level Agreement

  2. cost, organizational, technical and commercial impact

  3. the policies, plans and procedures of each process or set of processes

  4. the Service Management plan

Answer: B


  1. Incorrect. This is not relevant.

  2. Correct. This is part of the standard.

  3. Incorrect. Documenting these documents is part of Do, revising is part of Act (in de PDCA methodology ). This is no part of the proposals for new or changed services.

  4. Incorrect. This plan is much broader than only new or changed services.


What purpose can the ISO/IEC 20000 standard serve?

  1. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

  2. It defines the requirements to be satisfied in a certification audit.

  3. It helps to decide on the requirements that need to be verified within the scope of a supply agreement.

  4. It provides a yardstick for the design of a Total Quality Management System.

Answer: B


  1. Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs,

    as these will differ depending upon the situation (organization, services, agreed targets etc).

  2. Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

  3. Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.

  4. Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.


Why is it important for Service Providers to provide documents and records?

  1. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.

  2. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)

  3. to ensure effective planning, operation and control of Service Management

  4. to ensure employees are aware of the relevance and importance of their work activities

Answer: C


  1. Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.

  2. Incorrect. This is part of Configuration Management.

  3. Correct. To manage Service Management, documents and records are needed. As a result, the Service Provider has evidence that it is in control. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.

  4. Incorrect. This is part of competence, awareness and training and is not relevant to documentation.


Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

  1. a decision taking group

  2. the Change Advisory Board (CAB)

  3. the senior customer representative

  4. the service managers

Answer: A


  1. Correct. The standard states that the Senior Responsible Owner should be supported

    by a decision taking group with sufficient authority to define policy and to enforce decisions.

  2. Incorrect. The Change Advisory Board is an important group with a specific function which is not as wide as the management system.

  3. Incorrect. The senior customer representative may provide input to requirements for the management system but will not be responsible for its delivery.

  4. Incorrect. The service managers will implement the management system that is the responsibility of the Senior Responsible Owner.


What are the key contents of an IT Service Management System?

  1. a software system for the ticket system

  2. a software system to monitor the key performance indicators (KPIs)

  3. definition of corporate measures to achieve the required level of quality

  4. systematic processes for ticket recording and follow-up only

Answer: C

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With an ITSM certificate, you can show that you are a professional in IT service management. Practically orientated, on various levels and aimed at job descriptions. Choice of 11 certificates.
Indispensable for any IT specialist wishing to get to the next level in IT Service Management. Put together your own pathway from the 11 ITIL® exams. Best practices, structured method, based on the lifecycle approach.
MOF serves to ensure that an IT department runs as efficiently as possible. Its strength lies in the fact that it incorporates best practices, clear principles and practical models. This certificate is based on MOF 4.0 by Microsoft.
EPI DATA Centre Management
With few exceptions, enterprises today rely on IT for the delivery of business-critical services - often directly to the end consumer. It is therefore vital that the mission critical data centre is designed, maintained and operated with hi-availability and efficiency in mind.
EXIN Cloud
This program shows that you are familiar with the main concepts of Cloud Computing and that you know what is involved in terms of procurement, management and implementation. ‘Get into the Cloud, and stay in control.’
EXIN Agile Scrum
Applying the agile way of thinking means accepting change. Even to expect it. Because of the flexible way of working, the sprints, the daily meetings and continuous testing there is constantly room to adjust the product, or to change course half way a project. In the end the project will result in a high-quality product that is according to the clients’ wishes.
EXIN Information Security
EXIN Information Security is solely based on the NEN-ISO/IEC 27002. The EXIN qualification programme information security raises awareness of risks and instils a sense of responsibility.
EXIN ITAMOrg IT Asset Management
Trends like Cloud, Mobile, Social, Bring-Your-Own-Device, Consumerization of IT, Bring-Your-Own-Application and Big Data have created significant shifts in the way businesses operate. These shifts make IT Asset Management more important than ever: it helps organizations keep a firm grip on their businesses and most valuable assets.
EXIN Business Continuity Management
Business Continuity Management is an essential part of risk management within any organization. EXIN’s Business Continuity Management certification is policy-oriented without getting into operational ‘how to’ details.
RESILIA™ is a framework of best practice designed to build cyber resilience skills across an organization. Based on the Cyber Resilience Best Practices guide it offers practical knowledge to enhance existing management strategies and help align cyber resilience with IT operations, security and incident management.
It is a widely used project management method that navigates you through all the essentials for running a successful project.
P3O® Certification - Portfolio, Programme and Project Offices
It provides advice on how to develop a governance structure that helps optimize an organization’s investment in change.
MoV® - Management of Value
It provides a systematic method to define what value means for organizations, and to communicate it clearly to maximize value across portfolios, programs, projects and operations.
M_o_R® - Management of Risk
It inspects risks from strategic and operational view and within programs and projects.
MoP® - Management of Portfolios
It advices on and shows examples of how to apply principles, practices, and techniques that help optimize an organization’s investment in change.
MSP® - Managing Successful Programmes
It offers principles and processes for the implementation and management of a program.
EXIN BCS Business Analysis
EXIN BCS Business Analysis
Organizations are constantly striving to become more efficient and effective. But how do you know what exactly is needed to reach that goal? And what changes then need to be implemented? Are any IT solutions required? That is where the Business Analyst comes in: to investigate the business situation, identify and evaluate the different options to improve business systems, to define requirements and ensure the effective use of information systems in meeting the needs of the business.
The value
The value of business analysis is in the realization of benefits, avoidance of cost, identification of new opportunities, understanding of required capabilities and modeling the organization. Through the effective use of business analysis, any organization can realize these benefits, ultimately improving the way they do business.
EXIN Certification
EXIN certification scheme addresses different elements of Business Analysis, like Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
The new certification scheme has been developed by BCS, The British Computer Society. They promote wider social and economic progress through the advancement of information technology science and practice. With the vision to be a world-class organization for IT, they bring together industry, academics, practitioners and government to share knowledge, promote new thinking, inform the design of new curricula, shape public policy and inform the public.
Business Analysis Certification Scheme
Exams by levelCode
EXIN BCS Foundation Certificate in Business Analysis BAF
EXIN BCS Foundation Certificate in Business Change BCF
EXIN BCS Foundation Certificate in Commercial Awareness CAF
Learn more about EXIN IT Service Management based on ISO/IEC 20000
ITSM20 refresh: Now completely ready and live in English. Why this refresh? Easy to recognize for those who are familiar with ITIL®. Less focus on theory, more time for practical assignments. Minimal number of training days. Several side entry possibilities for quick access to the top of the program.
The EXIN ITSM based on ISO/IEC 20000 program is a unique lean approach to IT Service Management:
It combines the key ITIL® elements with the quality principles of the ISO/IEC 20000 standard.
The program allows for ITIL® side entries, both on foundation and expert level.
It contains EXIN’s approach to a practical and role based certification.
It offers many practical examples, case studies and assessments.
IT Service Management EXIN ITSM levels
Use the Fast Track calculator for more side-entry possibilities http://www.exin.com/tool
The philosophy
Rather than try to do everything that we “could do”, why not focus
on everything that we “must do” initially? This will save time and money.
ITIL® (IT Infrastructure Library) is the most accepted framework for IT Service Management (ITSM) in the world. Over 1.5 million professionals have earned one or more ITIL® certificates at EXIN.
ITIL® consists of a coherent set of best practices drawn from many public and business sectors. ITIL® is the appropriate framework for organizations that (regularly) deal with supplying, using or supporting IT services. ITIL® is based on the practice of IT Service Management and is expected to continue to be a guiding framework for a long time.
Many organizations are heavily dependent on their IT. ITIL® provides the most detailed documentation for successfully setting up management processes within an IT organization.
Exams by levelCode
ITIL ® Foundation Certificate in IT Service Management ITILF
ITIL® Practitioner ITILP
ITIL® Continual Service Improvement Certificate ITILCSI
ITIL® Managing Across the Lifecycle Certificate ITILMLC
ITIL® Operational Support and Analysis Certificate ITILOSA
ITIL® Planning, Protection and Optimization Certificate ITILPPO
ITIL® Release, Control and Validation Certificate ITILRCV
ITIL® Service Design Certificate ITILSD
ITIL® Service Operation Certificate ITILSO
ITIL® Service Offerings and Agreements Certificate ITILSOA
ITIL® Service Strategy Certificate ITILSS
ITIL® Service Transition Certificate ITILST
ITIL® Master Qualification ITILMA
ITIL ® Foundation Certificate in IT Service Management
ITIL ® Foundation Certificate in IT Service Management
ITIL Foundation is the most important certificate for IT professionals and employees wishing to know more about IT Service Management. Organizations that work according to ITIL use the complete ITIL exam program for training personnel based on their roles. Their ITILskills enable them to perform and cooperate better.
ITIL Foundation is part of the Certified Integrator program and is one of the prerequisites to attain the titles:
EXIN Certified Integrator Agile Service Projects
Target group
You are an IT professional, business manager or business process owner in an organization that operates according to ITIL. After gaining the certificate, you will understand how the ITIL exam program contributes to raising the quality of IT Service Management. Your role and qualities are important for better (team) performance.
ITIL Foundation enables you to lay the basis for a complete program of ITIL exams and obtaining various certificates in IT Service Management. This will show that you take your work according to ITIL seriously. It will improve your qualifications for working with other ITIL-certified personnel.
e-Competence Framework (e-CF)
The mapping of this certificate against the e-Competence Framework.
e-CF Area e-Competence e-1 e-2 e-3 e-4 e-5
PLAN A.2. Service Level Management
RUN C.1. User Support
C.2. Change Support
C.3. Service Delivery
C.4. Problem Management
ENABLE D.8. Contract Management
D.9. Personnel Development
MANAGE E.5. Process Improvement
Legend for coverage:
General - The competence is covered at the level indicated
Partial - The competence is covered to some extent
Superficial - Relevant knowledge is covered to some extent
The competence level is available in the framework
The competence level is not available in the framework
Exam content
Candidates are tested on:
1. Service management as a practice (comprehension)
2. The ITIL service lifecycle (comprehension)
3. Generic concepts and definitions (awareness)
4. Key principles and models (comprehension)
5. Selected processes (awareness)
6. Selected functions (awareness)
7. Selected roles (awareness)
8. Technology and architecture (awareness)
9. Competence and training (awareness)
For an elaborate list of exam specifications, literature and more information, see the Syllabus, downloadable in the right section of this website.
Click here to download the glossary in the download section in the right column.
Exam Details
Number of questions: 40
Pass mark: 65% (26 out of 40)
Open book: no
Electronic devices permitted: no
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IT provider providers should offer services that carry value to their consumers whilst expanding ranges of availability, controlling risks and decreasing charges. companies also need to control transformation and speedy alternate as there are often mergers, acquisitions, legislations, sourcing selections, competitors, know-how innovations and alterations in client needs. Many firms have demonstrated that enforcing a carrier administration gadget required by way of ISO/IEC 20000 with repeatable and auditable tactics improves a carrier issuer's potential to tackle these challenges. The number of corporations which have adopted ITIL and accomplished ISO/IEC 20000 certification has been growing rapidly the world over and this fashion will enhance significantly in 2008. Adopting ITIL V3 principles and practices can support companies which are aiming to obtain ISO/IEC 20000 certification. ISO/IEC 20000 and ITIL ISO/IEC 20000 is the IT service administration auditing regular that is aligned with ITIL. The workplace of govt Commerce (OGC), the proprietor of ITIL, has at all times been committed to holding an alignment between ITIL and the IT carrier management ordinary. ITIL version 2 turned into developed in alignment with BS 15000, the previous UK typical for IT provider management. The ITIL V3 publications are centrally co-ordinated by means of The Stationery workplace (TSO) and the legit accreditation physique, for the ITIL v3 qualification scheme is the APMG. The new edition of ITIL V3, released in June 2007, gives extra assistance to firms which are aiming to obtain ISO/IEC 20000 certification. It includes a collection of core texts supported by extra complementary and net-based mostly substances. some of the key success components for ITIL edition 3 have been to build on the ITI V2 and help less complicated integration of ITIL with ISO/IEC 20000. applying ITIL V3 ideas and practices can support corporations to obtain the requirements exact in ISO/IEC 20000. The role of ITIL is shown in determine 1. figure 1. How ITIL helps ISO/IEC 20000. delivering what the consumer needs ISO/IEC 20000 requires a carrier issuer to deliver managed capabilities of a suitable fine for its consumers. To do that an employer ought to: take into account and measure the way it provides capabilities that add value to its purchasers; give precise value to the business with the aid of designing, developing and improving the IT features with the enterprise aims in intellect. ITIL V3 gives concepts, models and information on integrating all elements of IT service provision to convey value to the business and shoppers. These fashions enable an IT provider issuer to keep in mind and measure complex capabilities throughout the give chain. The service administration device ISO/IEC 20000 is a management equipment usual, corresponding to the nice management system ISO 9000 family of necessities and the information protection usual, ISO/IEC 270001. An goal of ISO/IEC 20000 is to supply a carrier management system, together with guidelines and a framework to allow the effective administration and implementation of all IT services to fulfill the enterprise necessities. The structure of the ITIL V3 core library combines the method based mostly view of ITIL with a carrier existence cycle approach, shown in figure 2. This strongly helps enterprises the place the administration methods, roles, and tasks require the use of multiple manage views that include: The aims for these answerable for the design, construction and improvement of service management methods are most desirable finished the use of a technique view of the organization. The targets for these chargeable for the design, transition, operation, and development of services and contracts the use of a lifecycle view. determine 2. ITIL V3 service lifestyles cycle. ITIL V3 covers development of a methodology for the carrier administration device, how here's then designed and transitioned into service operation and invariably more suitable. ISO/IEC 20000 requires that 'All service administration roles and duties will probably be defined and maintained along side the talents required to execute them conveniently.' inside practicing can also be supplemented through formal professional skills to achieve this requirement. The ITIL V3 qualification scheme will supply more flexibility and selection for provider administration gurus as they increase their career. How ITIL V3 helps the planning and implementation of provider administration ISO/IEC 20000 specifies a couple of closely related carrier management tactics, as proven in determine 3. These processes are all supported by way of the procedures and practices in ITIL V3. The average recognises that the relationships between the techniques rely on the application within an organisation and that these are complicated to mannequin. ITIL V3 provides tips on managing the complexity related to integrating the processes, altering capabilities and the carrier management tactics. figure 3. ISO/IEC 20000 provider management framework of techniques. The assistance on planning and imposing the carrier approach covers the concepts underpinning the apply of provider management. These ideas are positive for developing the carrier management methods required for achieving ISO/IEC 20000 certification. Adopting these ideas helps a service provider to reveal that the start of its managed functions meets the business and consumer necessities conveniently. ISO/IEC 20000 recognises that adopting a coordinated and built-in implementation of the carrier management strategies provides the ongoing control, more desirable efficiency and opportunities for continual improvement. in line with the constructions adopted with the aid of excessive-performing corporations today and specifications bodies around the world, the ITIL provider existence cycle method embraces and enhances the interpretation of the Deming high-quality cycle of plan, do, check, act. This exceptional cycle is used within the constitution of the practices in each of the core publications. The ITIL V3 service administration practices supply counsel on: establishing the integration of business method with IT service approach; setting up the provider management techniques, guidelines, guidelines, and strategies across the ITIL carrier existence cycle; making certain that the organization can handle the charges and hazards associated with their service portfolios; developing an information capability for determination and administration of services; measuring and demonstrating cost delivered to the client's company. The ITIL V3 service strategy publication covers: provider management strategy and value planning, linking IT service approach to company wants; carrier economics; planning and imposing service approach. The ITIL V3 continual service development core booklet covers the identification and triggers for improvement and change anyplace in the carrier lifestyles cycle. It uses a closed-loop feedback gadget, in keeping with the plan, do, examine, act (PDCA) cycle required via ISO/IEC 20000. It covers the ways that the typical procedure and service provision will also be better. ISO/IEC 20000 - planning and enforcing new and changed features Many companies that have a dynamic, high-possibility, all of a sudden changing enterprise ambiance consistently introduce new functions and alter latest features. for example, in an effort to boost or retain price to valued clientele over the lifestyles cycle of features, achieve carrier stages, and conform to requisites and regulations. The ITIL V3 service life cycle method supports the ISO 20000 necessities for planning and imposing new and adjusted capabilities. The ITIL V3 information contains the following service lifestyles cycle tiers: provider design This stage turns the carrier approach into the blueprint for delivering the business ambitions. It provides advice on constructing an answer designed to fulfill the latest and future enterprise requirements. It also covers the development of IT guidelines, architectures, and documents required to design the acceptable IT services options and approaches. service transition This provides tips for the building and growth of capabilities for transitioning new and adjusted capabilities right into a live provider operation. It provides counsel on how the necessities of carrier strategy encoded in service design are with ease realised in service operation whereas controlling the risks of failure and disruption. provider operation This covers the enterprise as average activities and features that function the functions and infrastructure, together with the provider desk, IT operations management, technical management and application administration. It contains the practices for operations, administration, manage and measurement. abstract figure 4 indicates a high-degree summary of how ITIL V3 counsel will help an organization this is attempting to achieve the ISO/IEC 20000 necessities. As discussed previous, many sections of the typical are coated throughout the ITIL V3 publications. The scope of the particular provider management processes in terms of the provider existence cycle is shown in the diagram. as an instance, provider stage administration is covered within the provider design book but any tremendous alterations to the provider degree management technique and aiding methods will go through the carrier existence cycle i.e. from service design via service transition and into service operation. service strategy and chronic provider development give the carrier existence cycle governance approaches. determine four. high-stage view of how ITIL V3 helps the ISO/IEC 20000 necessities. The OGC and TSO are planning to submit an legitimate mapping of ITIL V3 and ISO/IEC 20000 as part of the additional complementary and net based mostly substances. Shirley Lacy is director of ConnectSphere, BCS representative on the BSI committee for IT carrier administration and co-creator of the ITIL V3 service transition core booklet. ITIL is a registered trade mark, and a registered group exchange mark of the workplace of government Commerce, and is registered in the U.S. Patent and Trademark office. Obviously it is hard assignment to pick solid certification questions/answers assets concerning review, reputation and validity since individuals get sham because of picking incorrectly benefit. Killexams.com ensure to serve its customers best to its assets concerning exam dumps update and validity. The vast majority of other's sham report objection customers come to us for the brain dumps and pass their exams cheerfully and effectively. 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