EX0-001 Online Practice Questions and Answers

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A. Service level management

B. Service catalogue management

C. Demand management

D. Service transition

When can a known error record be raised?

1.

At any time it would be useful to do so

2.

After a workaround has been found

A. 2 only

B. 1 only

C. Neither of the above

D. Both of the above

Which one of the following is an objective of service catalogue management?

A. Negotiating and agreeing service level agreement

B. Negotiating and agreeing operational level agreements

C. Ensuring that the service catalogue is made available to those approved to access it

D. Only ensuring that adequate technical resources are available

Which of the following should be done when closing an incident?

1.

Check the incident categorization and correct it if necessary

2.

Check that the user is satisfied with the outcome

A. 1 only

B. Both of the above

C. 2 only

D. Neither of the above

Which of the following sentences BEST describes a Standard Change?

A. A change to the service provider's established policies and guidelines

B. A pre-authorized change that has an accepted and established procedure

C. A change that is made as the result of an audit

D. A change that correctly follows the required change process

The difference between service metrics and technology metrics is BEST described as?

A. Service metrics measure the end to end service; Technology metrics measure individual components

B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

What is the definition of an Alert?

A. A type of Incident

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

C. An error message to the user of an application

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

Which process will regularly analyze incident data to identify discernable trends?

A. Service Level Management

B. Problem Management

C. Change Management

D. Event Management

Which of the following is the BEST definition of a Risk?

A. Something that won't happen

B. Something that will happen

C. Something that has happened

D. Something that might happen

Which of the following is NOT defined as part of every process?

A. Roles

B. Inputs and outputs

C. Functions

D. Metrics