EX0-001 Online Practice Questions and Answers

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

A. Capacity management

B. Incident management

C. Service level management

D. Financial management

Which process would be used to compare the value that newer services have offered over those they have replaced?

A. Availability management

B. Capacity management

C. Service portfolio management

D. Service catalogue management

Which of the following identify the purpose of business relationship management?

1.

To establish and maintain a business relationship between service provider and customer

2.

To identify customer needs and ensure that the service provider is able to meet

A. Both of the above

B. 1 only

C. 2 only

D. Neither of the above

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

A. Internal

B. External

C. Service desk

D. Shared services unit

How many people should be accountable for a process as defined in the RACI model?

A. As many as necessary to complete the activity

B. Only one - the process owner

C. Two - the process owner and the process enactor

D. Only one - the process architect

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

A. People, process, partners, performance

B. Performance, process, products, problems

C. People, process, products, partners

D. People, products, perspective, partners

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. To decide how IT will engage with suppliers during the service lifecycle

B. To proactively prevent all outages to IT services

C. To design and build processes which will meet business needs

D. To deliver and manage IT services at agreed levels to business users and customers

Which of these statements about Service Desk staff is CORRECT?

A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them

B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

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 lifecycle are concerned with the value of IT services

A. Both of the above

B. Neither of the above

C. 2 only

D. 1 only

Which of the following is an example of self-help capabilities?

A. Menu-driven range of facilities used to access service requests

B. Calls to the service desk to register standard changes

C. A software update downloaded automatically to all laptops in an organization

D. Software to allow programmers to debug code