EX0-001 Exam Questions

Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?

A configuration model can be used to help (1) Assess the impact and cause of incidents and problems (2) Assess the impact of proposed changes (3) Plan and design new or changed ser...

Which of these recommendations is good 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 would commonly be in a contract underpinning an IT service? (1) Marketing information (2) Contract description and scope (3) Responsibilities and dependencie...

What is IT Governance concerned with?

Which role is responsible for carrying out the activities of a process?

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Which of the following options is a hierarchy that is used in knowledge management?

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

Which of the following is an objective of business relationship management?

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

Which of the following BEST describes service strategies value to the business?

Which of the following should be documented in an Incident Model? (1) Details of the Service Level Agreement (SLA) pertaining to the incident (2) Chronological order of steps to re...

Why is it important for service providers to understand patterns of business activity (PBA)?

Which one of the following would NOT be defined as part of every process?

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environm...

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

Which of the following are objectives of service level management? (1) Defining, documenting and agreeing the level of FT services to be provided (2) Monitoring, measuring and repo...

Which one of the following do technology metrics measure?

Which process includes business, service and component sub-processes?

Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"...

Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?

Which Service Design process makes the most use of data supplied by Demand Management?

When is it confirmed if a project's objectives have been achieved?

Which is a definition of a risk cause?

Which is NOT a purpose of a Product Description?

Which of the following would be carried out as part of a post-project benefits review?

Which is a recommended response type to respond to either a threat or an opportunity?

Which of the following describes risk proximity?

What is the name given to the individual assigned to carry out a risk response action or actions to respond to a particular risk or set of risks?