EX0-001

EX0-001 practice questions, page 16 of 17, with answer review and explanations.

Question 76

Which of the following should be considered when designing measurement systems, methods and metrics? 1. The services 2. The architectures 3. The configuration items 4. The processes

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

Question 77

Which of the following is the best definition of IT service management?

  1. An internal service provider that is embedded within a business unit
  2. A complete set of all the documentation required to deliver world class services to customers
  3. Technical implementation of supporting IT infrastructure components
  4. The implementation and management of quality IT services that meet business needs

Question 78

Which of the following is service transition planning and support NOT responsible for?

  1. Prioritizing conflicts for service transition resources
  2. Coordinating the efforts required to manage multiple simultaneous transitions
  3. Maintaining policies, standards and models for service transition activities and processes
  4. Detailed planning of the build and test of individual changes

Question 79

What are underpinning contracts used to document?

  1. The provision of IT services or business services by a service provider
  2. The provision of goods and services by third party suppliers
  3. Service levels that have been agreed between the internal service provider and their customer
  4. Metrics and critical success factors (CSFs) for internal support teams

Question 80

In which document would you expect to see an overview of actual service achievements against targets?

  1. Operational level agreement (OLA)
  2. Capacity plan
  3. Service level agreement (SLA)
  4. SLA monitoring chart (SLAM)