EX0-001 Exam Questions

Which of these recommendations is best practice for service level management? (1) Include legal terminology in service level agreements (SLAs) (2) It is NOT necessary to be able to...

Which of the following statement about the service owner is INCORRECT?

Which Functions are included in IT operations management?

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

The definitive media library is the responsibility of:

What are the three service provider business models?

Which of the following statements MOST correctly identifies the scope of design coordination activities?

Which of the following items would commonly be on the agenda for a change advisory board (CAB)? (1) Details of failed changes (2) Updates to the change schedule (3) Reviews of comp...

Which of the following are types of service defined in ITIL? (1) Core (2) Enabling (3) Special

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

Which of the following can include steps that will help to resolve an incident? (1) Incident model (2) Known error record

Which types of communication would the functions within service operation use? (1) Communication between data centre shifts (2) Communication related to changes (3) Performance rep...

Where would all the possible service improvement opportunities be recorded?

Which of the following statements correctly states the relationship between urgency, priority and impact?

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

Which of the following is NOT a benefit of using public frameworks and standards?

Which of the following statements about processes is INCORRECT?

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

Which of the following is NOT an example of Self-Help capabilities?

Which of the following statements is INCORRECT?

The group that authorizes changes that must be installed faster than the normal process is called the?

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

Which of these statements about Service Desk staff is CORRECT?

Which of the following statements is INCORRECT?

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Which is the correct combination of Service Management terms across the Lifecycle?

A plan for managing the end of a supplier contract should be created when?

Which of the following sentences BEST describes a Standard Change?

The BEST description of the purpose of Service Operation is?

Which of the following models would be MOST useful in helping to define an organizational structure?

Which of these statements about Service Desk staff is CORRECT?

Which of the following questions does Service Strategy help answer with its guidance? (1) How do we prioritize investments across a portfolio? (2) What services to offer and to who...

Effective release and deployment management enables the service provider to add value to the business by?

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the ques...

Which of the following are responsibilities of a Service Level Manager? (1) Agreeing targets in Service Level Agreements (2) Designing the service so it can meet the targets (3) En...

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

Which of the following statements is CORRECT?

The MAIN purpose of the Service Portfolio is to describe services in terms of?

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

What is the entry point or the first level of the V model?

What is the entry point or the first level of the V model?

Service Acceptance criteria are used to?

Which of the following are Service Desk organizational structures? (1) Local Service Desk (2) Virtual Service Desk (3) IT Help Desk (4) Follow the Sun

Which of the following CANNOT be stored and managed by a tool?

Which process is responsible for frequently occurring changes where risk and cost are low?

Which of the following statements is CORRECT? (1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation (2) All of the phases of the l...

Which of the following is NOT an aim of the Change Management process?