EX0-001

EX0-001 practice questions, page 12 of 17, with answer review and explanations.

Question 56

Hierarchic escalation is BEST described as?

  1. Notifying more senior levels of management about an incident
  2. Passing an incident to people with a greater level of technical skill
  3. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
  4. Failing to meet the incident resolution times specified in a service level agreement

Question 57

Which one of the following functions would be responsible for the management of a data centre?

  1. Technical management
  2. Service desk
  3. Application management
  4. Facilities management

Question 58

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

  1. RACI model
  2. Incident model
  3. Continual service improvement (CSI) approach
  4. The Deming Cycle

Question 59

Which process will regularly anal0yse incident data to identify discernible trends?

  1. Service level management
  2. Problem management
  3. Change management
  4. Event management

Question 60

Which is the correct definition of a customer facing service?

  1. One which directly supports the business processes of customers
  2. A service that cannot be allowed to fail
  3. One which is not covered by a service level agreement
  4. A service not directly used by the business