Free EX0-101 Exam Dumps Preview

Customer level

Service level

Corporate level

Event management, incident management, change management, and access management

Incident management, problem management, service desk, request fulfillment, and event management

Incident management, service desk, request fulfillment, access management, and event management

Be accountable for the outcome of an activity

Perform an activity

Manage an activity

1 only

2 and 3 only f

1, 2 and 4 only

Anything that the customer wants and is prepared to pay for

Any request or demand that is entered by a user via a self-help web-based interface

Any request for change (RFC) that is low-risk and which can be approved by the change manager

without a change advisory board (CAB) meeting

An incident which is so complex that it requires root cause analysis before a workaround can be found

An incident which requires a large number of people to resolve

An incident logged by a senior manager

1 and 2 only

1 and 3 only

All of the above

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually

improve

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the

momentum going?

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan;

Check the plan has been properly implemented; Improve the solution

Knowledge management

Service asset and configuration management

Service level management

Service level management

Change management

Incident management

Technical management

Service desk

Application management

2, 3 and 4 only

1, 3 and 4 only

1, 2 and 3 only