PC0-001 Exam Questions

What are the ITIL guiding principles used for?

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

What is the purpose of the `deployment management' practice?

Which is part of service provision?

Which statement about a `continual improvement register' is CORRECT?

What are 'engage', `plan' and `improve' examples of?

Which statement about outcomes is CORRECT?

Which statement about service desks is CORRECT?

Which practice updates information relating to symptoms and business impact?

Which guiding principle helps to ensure that better information is available for decision making?

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Which describes a standard change?

How does information about problems and known errors contribute to 'incident management'?

Which practice owns and manages issues, queries and requests from users?

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Which stakeholders co-create value in a service relationship?

Which describes normal changes?

What is the expected outcome from using a service value chain?

Which statement about outcomes is CORRECT?

Which skill is an essential part of the 'service level management' practice?

What are the three phases of 'problem management'?

Which is a purpose of the 'engage' value chain activity?

Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the conf...

What is described by the service value system?

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

What is defined as any component that needs to be managed in order to deliver an IT service?

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Which TWO statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service re...

What is an IT asset?

Which dimension includes a workflow management system?

Identify the missing word in the following sentence. A service is a means of enabling value co- creation by facilitating outcomes that customers want to achieve, without the custom...

Which of these should be logged and managed as a problem?

In which TWO situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the...

Which guiding principle recommends coordinating all dimensions of service management?

What is the purpose of the 'relationship management' practice?

How should the workflow for a new service request be designed?

What is the purpose of the 'information security management1 practice?

Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

How should automation be implemented?

Which activity is part of the 'continual improvement' practice?

Which competencies are required by the 'service level management' practice?

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Which statement about costs is CORRECT?

What is typically needed to assign complex incidents to support groups?

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

What should be done to determine the appropriate metrics for measuring a new service?

Which dimension includes activities and workflows?

What should be used to set user expectations for request fulfilment times?

What should a release policy include?