PC0-001 Exam Questions

Which statement about IT service-management is CORRECT?

Which is the correct explanation of the `R' role in a RACI matrix?

Which statement about the `four Ps" of service design is CORRECT?

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

Which service catalogue view is considered beneficial when constructing relationship between services, SLAs, OLAs, and other underpinning agreements?

Which is an objective of the design coordination process?

What MAIN factors are considered to assess the priority of an incident?

Which term is used to describe the prediction and control of income and expenditure within an organization?

What three elements make up the Service Portfolio?

Which process is used to compare the value that new services offer with the value of the services they have replaced?

Which is an important principle of communication in service operation?

Which statement about metrics is CORRECT?

What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

What can be used to help determine the impact level of a problem?

Which are phases of the release and deployment process? 1. Release build and test 2. Review and close 3. Categorize and record 4. Change authorization and schedule

Which are the elements of process control?

What is the definition of a service improvement plan (SIP)?

Which process works with incident management to ensure that security breaches are detected and logged?

Which is included in the purpose of the `design and transition' value chain activity?

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Which is NOT a component of the service value system?

Which statement about the steps to fulfill a service request is CORRECT?

What is defined as a cause, or potential cause, of one or more incidents?

Which is a service request?

Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed approp...

What is a recommendation of the `focus on value' guiding principle?

Which guiding principle recommends standardizing and streamlining manual tasks?

Which describes a set of defined steps for implementing improvements?

Which is a key requirement for a successful service level agreement?

When planning `continual improvement', which approach for assessing the current state of a service is CORRECT?

How does a service consumer contribute to the reduction of disk?

What helps diagnose and resolve a simple incident?

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Which practice has a purpose that includes ensuring that risks have been properly assessed?

When should a full risk assessment and authorization be carried out for a standard change?

Which statement about emergency changes is CORRECT?

Which practice coordinates the classification, ownership and communication of service requests and incidents?

What is warranty?

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Which service level metrics are BEST for measuring user experience?

What are the MOST important skills required by service desk staff?

Which TWO statements about an organization's culture are CORRECT? (Choose two.) 1. It is created from shared values based on how it carries out its work 2. It is determined by the...

When should a change request be submitted to resolve a problem?

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

When should the effectiveness of a problem workaround be assessed?

Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

Which dimension considers how knowledge assets should be protected?

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

Identify the missing words in the following sentence. The management of information security incidents usually requires [?].