EX0-001 Online Practice Questions and Answers

What is the name of the group that should review changes that must be implemented faster than the normal change process?

A. Technical management

B. Emergency change advisory board

C. Urgent change board

D. Urgent change authority

Which of the following are basic concepts used in access management?

A. Personnel, electronic, network, emergency, identity

B. Rights, access, identity, directory services, service/service components

C. Physical, personnel, network, emergency, service

D. Normal, temporary, emergency, personal, group

Which one of the following activities does application management perform?

A. Defining where the vendor of an application should be located

B. Ensuring that the required functionality is available to achieve the required business outcome

C. Deciding who the vendor of the storage devices will be

D. Agreeing the service levels for the service supported by the application

What 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 that will meet business needs

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

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

Match the following activities with the Deming Cycle stages

1.

Monitor, Measure and Review

2.

Continual Improvement

3.

Implement Initiatives

4.

Plan for Improvement

A. 1 Plan, 2 Do, 3 Check, 4 Act

B. 3 Plan, 2 Do, 4 Check, 1 Act

C. 4 Plan, 3 Do, 1 Check, 2 Act

D. 2 Plan, 3 Do, 4 Check, 1 Act

What is the Service Pipeline?

A. All services that are at a conceptual or development stage

B. All services except those that have been retired

C. All services that are contained within the Service Level Agreement (SLA)

D. All complex multi-user services

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

A. The Service Level Manager

B. The IT Service Continuity Manager

C. The Service Catalogue Manager

D. The Supplier Manager

Which of the following statements about processes is INCORRECT?

A. They are units of organizations designed to perform certain types of work

B. We must be able to measure them in a relevant manner

C. They deliver specific results

D. They respond to specific events

Which of the following availability management activities are considered to be proactive as opposed to reactive?

1.

Monitoring system availability

2.

Designing availability into a proposed solution

A. Neither of the above

B. Both of the above

C. 1 only

D. 2 only