EX0-001

EX0-001 practice questions, page 15 of 17, with answer review and explanations.

Question 71

Where would you expect incident resolution targets to be documented?

  1. A service level agreement (SLA)
  2. A request for change (RFC)
  3. The service portfolio
  4. A service description

Question 72

Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful 2. Enabling the service provider to respond quickly and effectively to changes in the business environment 3. Reduction in the duration and frequency of service outages

  1. All of the above
  2. 1 and 3 only
  3. 1 and 2 only
  4. 2 and 3 only

Question 73

What are the categories of event described in the ITIL service operation book?

  1. Informational, scheduled, normal
  2. Scheduled, unscheduled, emergency
  3. Informational, warning, exception
  4. Warning, reactive, proactive

Question 74

A process owner is responsible for which of the following? 1. Defining the process strategy 2. Assisting with process design 3. Improving the process 4. Performing all activities involved in a process

  1. 2, 3 and 4 only
  2. All of the above
  3. 1, 2 and 3 only
  4. 1, 2 and 4 only

Question 75

Which one of the following is concerned with policy and direction?

  1. Capacity management
  2. Governance
  3. Service design
  4. Service level management