EX0-001

EX0-001 practice questions, page 3 of 17, with answer review and explanations.

Question 11

Which of the following should be documented in an incident model? 1. Details of the service level agreement (SLA) pertaining to the incident 2. Chronological order of steps to resolve the incident

  1. 1 only
  2. 2 only
  3. Both of the above
  4. Neither of the above

Question 12

Why is it important for service providers to understand patterns of business activity (PBA)?

  1. PBA are based on organizational roles and responsibilities
  2. IT service providers CANNOT schedule changes until they understand PBA
  3. Demand for the services delivered by service providers are directly influenced by PBA
  4. Understanding PBA is the only way to enable accurate service level reporting

Question 13

Which one of the following would NOT be defined as part of every process?

  1. Roles
  2. Inputs and outputs
  3. Functions
  4. Metrics

Question 14

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

  1. Service level management
  2. Service catalogue management
  3. Demand management
  4. Service transition

Question 15

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

  1. Be accountable for the outcome of an activity
  2. Perform an activity
  3. Be kept up-to-date on the progress of an activity
  4. Manage an activity