EX0-001

EX0-001 practice questions, page 4 of 17, with answer review and explanations.

Question 16

Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the service provider could operate in

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

Question 17

Which one of the following do technology metrics measure?

  1. Components
  2. Processes
  3. The end-to-end service
  4. Customer satisfaction

Question 18

Which process includes business, service and component sub-processes?

  1. Capacity management
  2. Incident management
  3. Service level management
  4. Financial management

Question 19

Which one of the following is NOT part of the service design stage of the service lifecycle?

  1. Designing and maintaining all necessary service transition packages
  2. Producing quality, secure and resilient designs for new or improved services
  3. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
  4. Measuring the effectiveness and efficiency of service design and the supporting processes

Question 20

What is the result of carrying out an activity, following a process or delivering an IT service known as?

  1. Outcome
  2. Incident
  3. Change
  4. Problem