Online Access Free EX0-110 Exam Questions

What is the aim of an internal audit?

• A.to verify whether the defined key performance indicators are actually determined
• B.to instruct all employees that quality-related requirements must be observed
• C.to monitor employee performance
• D.to ensure and improve one's own quality capability

What may define the scope of Service Management in the Service Management plan?

• A.The size of the infrastructure
• B.The specific processes undertaken
• C.The location of the services
• D.The number of staff

What is the best definition of a process?

• A.A single, repeatable, measurable, activity, with the potential for control.
• B.A collection of activities (related or not) moving towards a common goal.
• C.A logically related series of activities to deliver a defined objective.
• D.A collection of activities carried out with minimum effort.

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 services in scope
• D.the sections of the standard in scope

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.
• C.It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
• D.It forces the organization to adopt a hierarchical management approach.