EX0-001 Online Practice Questions and Answers

Which one of the following is the BEST definition of the term service management?

A. A set of specialized organizational capabilities for providing value to customers in the form of services

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

Which of the following is NOT a source of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

Remediation planning is BEST described in which of the following ways?

A. Planning how to recover the cost of a change

B. Planning the steps required to be taken if a change is unsuccessful

C. Planning how to compensate a user for a failed change

D. Planning how to advise the change requestor of a failed change

Which of the following are types of service defined in ITIL?

1.

Core

2.

Enabling

3.

Special

A. 1 and 3only

B. All of the above

C. 1 and 2 only

D. 2 and 3 only

The MAIN purpose of the Service Portfolio is to describe services in terms of?

A. Business Value

B. Functionality

C. IT Assets

D. Service Level Requirements

Which of the following is NOT an objective of problem management?

A. Minimizing the impact of incidents that cannot be prevented

B. Preventing problems and resulting incidents from happening

C. Eliminating recurring incidents

D. Restoring normal service operation as quickly as possible

Which of the following is the BEST definition of an Incident?

A. A warning that a threshold has been reached, something has changed, or a failure has occurred

B. An unplanned interruption to an IT service or reduction in the quality of an IT service

C. A change of state which has significance for the management of a Configuration Item or IT Service

D. Loss of ability to operate to specification, or to deliver the required output

Which Function would provide staff to monitor events in an Operations Bridge?

A. Applications Management

B. Service Desk

C. Technical Management

D. IT Operations Management

Which of the following is an example of 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

Which of the following activities is NOT a part of the Derning Cycle?

A. Act

B. Plan

C. Do

D. Co-ordinate