EX0-001 Exam Questions

Which of the following is an enabler of best practice?

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Which of the following is NOT one of the five individual aspects of service design?

Where would you expect incident resolution targets to be documented?

Which of the following provide value to the business from service strategy? (1) Enabling the service provider to have a clear understanding of what levels of service will make thei...

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

A process owner is responsible for which of the following? (1) Defining the process strategy (2) Assisting with process design (3) Improving the process (4) Performing all activiti...

Which one of the following is concerned with policy and direction?

Which of the following should be considered when designing measurement systems, methods and metrics? (1) The services (2) The architectures (3) The configuration items (4) The proc...

Which of the following is the best definition of IT service management?

Which of the following is service transition planning and support NOT responsible for?

What are underpinning contracts used to document?

In which document would you expect to see an overview of actual service achievements against targets?

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Which process is responsible for ensuring that appropriate testing takes place?

Which of the following identify the purpose of business relationship management? (1) To establish and maintain a business relationship between service provider and customer (2) To...

Which of the following is the correct definition of an outcome?

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

What would be the next step in the continual service improvement (CSI) model after? (1) What is the vision? (2) Where are we now? (3) Where do we want to be? (4) How do we get ther...

Which statement about the emergency change advisory board (ECAB) is CORRECT?

Which of the following BEST describes a problem?

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

Which one of the following statements about incident reporting and logging is CORRECT?

Which process is responsible for providing the rights to use an IT service?

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Which of the following areas would technology help to support during the service lifecycle? (1) Data mining and workflow (2) Measurement and reporting (3) Release and deployment (4...

How many people should be accountable for a process as defined in the RACI model?

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

Where should the following information be stored? (1) The experience of staff (2) Records of user behaviour (3) Supplier's abilities and requirements (4) User skill levels

Which of the following statements about standard changes are CORRECT? (1) The approach is pre-authorized (2) The risk is usually low and well understood (3) Details of the change w...

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

With which process is problem management likely to share categorization and impact coding systems?

What guidance does ITIL give on the frequency of production of service reporting?

Which one of the following does service metrics measure?

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

Which process is responsible for low risk, frequently occurring, low cost changes?

Which function or process would provide staff to monitor events in an operations bridge?

Which of the following activities are performed by a service desk? (1) Logging details of incidents and service requests (2) Providing first-line investigation and diagnosis (3) Re...

Which of the following is NOT an objective of Continual Service Improvement?

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Which of the following are classed as stakeholders in service management? (1) Customers (2) Users (3) Suppliers

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

Which process is responsible for sourcing and delivering components of requested standard services?

Which of the following is the best definition of service management?

Which of the following CANNOT be provided by a tool?

Which one of the following is the purpose of service level management?

Which one of the following activities does application management perform?

What is a RACI model used for?