EX0-001 Exam Questions

Which processes are responsible for the regular review of underpinning contracts?

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Which one of the following activities is NOT part of the Deming Cycle?

Which one of the following is the BEST description of a service level agreement (SLA)?

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? (1) Providing an understanding of what strategy is (2) Ensuring a work...

In which of the following areas would ITIL complementary guidance provide assistance? (1) Adapting best practice for specific industry sectors (2) Integrating ITIL with other opera...

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

Which one of the following activities would be performed by access management?

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

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

Who is responsible for defining metrics for change management?

Which of the following are within the scope of service asset and configuration management? (1) Identification of configuration items (CIs) (2) Recording relationships between CIs (...

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper developmen...

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Which of the following is NOT a source of best practice?

What is a service delivered between two business units in the same organization known as?

What is the act of transforming resources and capabilities into valuable service better known as?

From the perspective of the service provider, who is the person or group that agrees their service targets?

Which of the following identifies the purpose of service transition planning and support?

Which process would maintain policies, standards and models for service transition activities and processes?

Which of the following identifies the purpose of design coordination?

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

Which of the following activities would be performed by a process manager? (1) Monitoring and reporting on process performance (2) Identifying improvement opportunities (3) Appoint...

Which role is accountable for the operational management of a process?

Which of the following statements is CORRECT for every process? (1) It delivers its primary results to a customer or stakeholder (2) It defines activities that are executed by a si...

Which of the following should be done when closing an incident? (1) Check the incident categorization and correct it if necessary (2) Check that the user is satisfied with the outc...

Which of the following is NOT an objective of request fulfillment?

Which process would you MOST expect to be involved in the management of underpinning contracts?

Which of the following are valid parts of the service portfolio? (1) Service pipeline (2) Service knowledge management system (SKMS) (3) Service catalogue

A Service design package (SDP) would normally be produced for which of the following? (1) A new IT service (2) A major change to an IT service (3) An emergency change to an IT serv...

Which of the following are benefits to the business of implementing service transition? (1) Better reuse and sharing of assets across projects and resources (2) Reduced cost to des...

Which of the following processes are performed by the service desk? (1) Capacity management (2) Request fulfillment (3) Demand management (4) Incident management

Remediation planning is BEST described in which of the following ways?

Which statement BEST represents the guidance on incident logging?

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

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

Which of the following is the BEST description of a centralized service desk?

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

Which of the following would NOT be contained in a release policy?

Which reason describes why ITIL is so successful?

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

Which two elements of financial management for IT services are mandatory?

What is the primary focus of business capacity management?

Which statement about the service portfolio is TRUE?

Which of the following statements describes the objectives of service asset and configuration management? (1) To identify, control, report and verify service assets and configurati...

Which stage of the change management process deals with what should be done if the change is unsuccessful?

Which of the following is MOST concerned with the design of new or changed services?