EX0-001

EX0-001 practice questions, page 13 of 17, with answer review and explanations.

Question 61

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

  1. A set of specialized organizational capabilities for providing value to customers in the form of services
  2. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
  3. The management of functions within an organization to perform certain activities
  4. Units of organizations with roles to perform certain activities

Question 62

Which of the following is NOT a valid objective of problem management?

  1. To prevent problems and their resultant Incidents
  2. To manage problems throughout their lifecycle
  3. To restore service to a user
  4. To eliminate recurring incidents

Question 63

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

  1. Negotiating and agreeing service level agreement
  2. Negotiating and agreeing operational level agreements
  3. Ensuring that the service catalogue is made available to those approved to access it
  4. Only ensuring that adequate technical resources are available

Question 64

Which of the following statements BEST describes the aims of release and deployment management?

  1. To build, test and deliver the capability to provide the services specified by service design
  2. To ensure that each release package specified by service design consists of a set of related assets and service components
  3. To ensure that all changes can be tracked, tested and verified if appropriate
  4. To record and manage deviations, risks and issues related to the new or changed service

Question 65

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

  1. Implementing service and process improvements
  2. Reviewing measurements and metrics
  3. Creating a baseline
  4. Defining measurable targets