EX0-001 Online Practice Questions and Answers

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 process is responsible for low risk, frequently occurring, low cost changes?

A. Demand management

B. Incident management

C. Release and deployment management

D. Request fulfillment

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

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

A. Service strategy

B. Service transition

C. Service operation

D. Continual service improvement

Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

A. Extreme focus on cost

B. Extreme focus on responsiveness

C. Vendor focused

D. Extreme internal focus

What are the publications that provide guidance specific to industry sectors and organization types known as?

A. The Service Strategy and Service Transition books

B. The ITIL Complementary Guidance

C. The Service Support and Service Delivery books

D. Pocket Guides

Which of the following statements is CORRECT?

A. IT Service Continuity Management can only take place once Business Continuity Management has been established

B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management

C. Business Continuity Management and IT Service Continuity Management must be established at the same time

D. IT Service Continuity Management is not required when IT is outsourced to a third party provider

Which of the following provides resources to resolve operational and support issues during Release and Deployment?

A. Early Life Support

B. Service Test Manager

C. Evaluation

D. Release Packaging and Build Manager

Customer perceptions and business outcomes help lo define what?

A. The value off a service

B. Governance

C. Total cost of ownership (TCO)

D. Key performance indicators (KPIs)

Which core publication will you find detailed descriptions of service catalog management, information security and support management?

A. Service strategy

B. Service design

C. Service transition

D. Service operation