EX0-001 Online Practice Questions and Answers

Which of the following statements MOST correctly identifies the scope of design coordination activities?

A. Only changes that introduce new services

B. It is mandatory that all changes are subject to design coordination activity

C. Only changes to business critical systems

D. Any change that the organization believes could benefit

Which of the following BEST describes technical management?

A. A function responsibilities for facilities management and building control systems

B. A function that provides hardware repair services for technology involved in the delivery of service to customers

C. Senior managers responsibilities for all staff within the technical support function

D. A function that includes providing technical expertise and overall management of the IT infrastructure

What is the BEST description of an operational level agreement (OLA)?

A. An agreement between the service provider and another part of the same organization

B. An agreement between the service provider and an external organization

C. A document that describes to a customer how services will be operated on a day-to-day basis

D. A document that describes business services to operational staff

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A. Service level management

B. Financial management

C. Demand management

D. Risk management

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A. Serviceability

B. Availability

C. Capacity

D. Continuity

Which of the following questions does Service Strategy help answer with its guidance?

1.

How do we prioritize investments across a portfolio?

2.

What services to offer and to whom?

3.

What are the Patterns of Business Activity (PBA)?

A. 3 only

B. 1 only

C. 2 only

D. All of the above

What is the definition of an Alert?

A. An error message to the user of an application

B. A warning that a threshold has been reached or that something has changed

C. A type of Incident

D. An audit report that indicates areas where IT is not performing according to agreed procedures

Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

A. Service Design

B. Service Strategy

C. Service Operation

D. Continual Service Improvement

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

A. Plan

B. Do

C. Check

D. Act

When tan a known error record tie raised?

1.

At any time when it would be useful to do so

2.

After a workaround has been found

A. 2onty

B. 1 only

C. Neither of the above

D. Both of the above