PC0-001 Exam Questions

Which statement about change authorization is CORRECT?

Why should service desk staff detect recurring issues?

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

What is the reason for using a balanced bundle of service metrics?

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Which value chain activity communicates the current status of all four dimensions of service management?

How should an organization include third-party suppliers in the continual improvement of services?

What is a problem?

Which practice identifies metrics that reflect the customer's experience of a service?

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

What is the purpose of problem management?

Identify the missing word in the following sentence. The purpose of the 'information security management' practice is to [?] the organization's information.

Which ITIL concept describes governance?

Which guiding principle recommends collecting data before deciding what can be re-used?

Which service management dimension is focused on activities and how these are coordinated?

Which statement about IT service management is CORRECT?

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

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

Which service transition process provides guidance about converting data into information?

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

What is NOT within the scope of service catalogue management?

Which function is responsible for the management of a data centre?

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

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

Which practice would help a user gain access to an application that they need to use?

Why should some service requests be fulfilled with no additional approvals?

Which is a purpose of the `service desk' practice?

Which are elements of the service value system?

What is defined as an unplanned interruption or reduction in the quality of a service?

Which statement about the use of measurement in the `start where you are' guiding principle is CORRECT?

What is an incident?

What is defined as a change of state that has significate for the management of an IT service?

Which dimension includes the knowledge needed for the management of services?

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

What is the PRIMARY use of a change schedule?

What are guiding principles?

Which guiding principle focuses on reducing costs and human errors?

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

Which practice makes new services available for use?

Which guiding principle considers the importance of customer loyalty?

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

Which is a key activity carried out in the `did we get there?' step of the `continual improvement' model?

What is important for a `continual improvement register' (CIR)?

What can a service remove from the consumer and impose on the consumer?

In which step of the `continual improvement model' is an improvement plan implemented?

Which is a purpose of the 'service level management' practice?

Which is an example of a business related measurement?

What describes the steps needed to create and deliver a specific service to a consumer?

Which statement about the automation of service requests is CORRECT?