EX0-001 Exam Questions

Which two processes will contribute MOST to enabling effective problem detection?

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

Which one of the following is NOT part of the service design stage of the service lifecycle?

What is the result of carrying out an activity, following a process or delivering an IT service known as?

Which process is responsible for managing relationships with vendors?

Which of the following service desk organizational structures are described in service operation? (1) Local service desk (2) Virtual service desk (3) IT help desk (4) Follow the su...

What are the categories of event described in the UIL service operation book?

Which of the following are the MAIN objectives of incident management? (1) To automatically detect service-affecting events (2) To restore normal service operation as quickly as po...

What is the name of the group that should review changes that must be implemented faster than the normal change process?

Which of the following is NOT an objective of service transition?

Which of the following types of service should be included in the scope of service portfolio management? (1) Those planned to be delivered (2) Those being delivered (3) Those that...

The BEST description of an incident is:

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

When can a known error record be raised? (1) At any time it would be useful to do so (2) After a workaround has been found

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

Which process is responsible for discussing reports with customers showing whether services have met their targets?

What do customer perceptions and business outcomes help to define?

Which of the following are basic concepts used in access management?

Which of these statements about resources and capabilities is CORRECT?

Within service design, what is the key output handed over to service transition?

What should a service always deliver to customers?

Which process is responsible for the availability, confidentiality and integrity of data?

Availability management is directly responsible for the availability of which of the following?

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Which of the following BEST describes the purpose of access management?

Which of the following are reasons why ITIL is successful? (1) ITIL is vendor neutral (2) It does not prescribe actions (3) ITIL represents best practice

Which one of the following includes four stages called Plan, Do, Check and Act?

The consideration of value creation is a principle of which stage of the service lifecycle?

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Which of the following BEST describes partners' in the phrasepeople, processes, products and partners"?

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

Which of the following would commonly be found in a contract underpinning an IT service? (1) Financial arrangements related to the contract (2) Description of the goods or service...

Service transition contains detailed descriptions of which processes?

Which statement should NOT be part of the value proposition for Service Design?

Which process would be used to compare the value that newer services have offered over those they have replaced?

Consider the following list: (1) Change authority (2) Change manager (3) Change advisory board (CAB) Which one of the following is the BEST description of the items above?

Hierarchic escalation is BEST described as?

Which one of the following functions would be responsible for the management of a data centre?

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Which process will regularly anal0yse incident data to identify discernible trends?

Which is the correct definition of a customer facing service?

Which one of the following is the BEST definition of the term service management?

Which of the following is NOT a valid objective of problem management?

Which one of the following is an objective of service catalogue management?

Which of the following statements BEST describes the aims of release and deployment management?

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Which one of the following can help determine the level of impact of a problem?

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?