EX0-001 Online Practice Questions and Answers

Which of the following identify the purpose of business relationship management?

1.

To establish and maintain a business relationship between service provider and customer

2.

To identify customer needs and ensure that the service provider is able to meet

A. Both of the above

B. 1 only

C. 2 only

D. Neither of the above

Which of the following models would be MOST useful in helping to define an organizational structure?

A. RACI model

B. Service Model

C. Continual Service improvement (CSI) model.

D. The Deming Cycle

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A. The Request Fulfillment Process Manager

B. The Request Fulfillment Process Owner

C. The Service Manager

D. The Service Desk Manager

How is the Service Catalogue used to add value to the service provider organization?

A. Providing a central source of information on the IT services delivered

B. Showing the business impact of a change

C. Displaying the relationships between configuration items

D. To predict the root cause of issues in the IT infrastructure

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

Which of the following Availability Management activities are considered to be proactive as opposed to reactive?

1.

Risk assessment

2.

Testing of resilience mechanisms

3.

Monitoring of component availability

A. All of the above

B. 1 and 2 only

C. 1 and 3 only

D. 2 and 3 only

Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

A. A Problem model

B. A Service Improvement Plan (SIP)

C. A Request for Change (RFC)

D. A Business Case

Which of the following is an objective of service transition?

A. To negotiate service levels for new services

B. To plan and manage the resource requirements for releases

C. To provide quality knowledge of incident and problem management

D. To plan and manage entries in the service catalogue.