EX0-101 Real Exam Questions and Verified Answers

Question 1 Single choice

Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps."

What are these four Ps?

A
People, process, partners, performance
B
Performance, process, products, problems
C
People, process, products, partners
D
People, products, perspective, partners

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Correct answer: C

Question 2 Single choice

Which one of the following is the BEST description of a service level agreement (SLA)?

A
The part of a contract that specifies the responsibilities of each party
B
An agreement between the service provider and an internal organization
C
An agreement between a service provider and an external supplier
D
An agreement between the service provider and their customer

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Correct answer: D

Question 3 Single choice

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A
A service option
B
A service transition package (STP)
C
A service design package (SDP)
D
A service charter

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Correct answer: C

Question 4 Single choice

Which of the following are within the scope of service asset and configuration management?

1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and configuration management

A
1, 2 and 3 only
B
All of the above
C
1, 2 and 4 only
D
3 and 4 only

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Correct answer: A

Question 5 Single choice

Which of the following activities are performed by a desk?

1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

A
All of the above
B
1, 2 and 3 only
C
2 and 4 only
D
3 and 4 only

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Correct answer: B

Question 6 Single choice

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A
An agreement with an individual customer group, covering all the services that they use
B
An agreement that covers one service for a single customer
C
An agreement that covers service specific issues in a multi-level SLA structure
D
An agreement that covers one service for all customers of that service

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Correct answer: D

Question 7 Single choice

Which one of the following is NOT an aim of the change management process?

A
To ensure the impact of changes are understood
B
To ensure that changes are recorded and evaluated
C
To ensure that all changes to configuration items (CIs) are recorded in the configuration management
system (CMS)
D
To deliver and manage IT services at agreed levels to business users

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Correct answer: D

Question 8 Single choice

The multi-level SLA' is a three-layer structure.

Which one of the following layers is NOT part of this type of SLA?

A
Customer level
B
Service level
C
Corporate level
D
Configuration level

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Correct answer: D

Question 9 Single choice

What should a service always deliver to customers?

A
Applications
B
Infrastructure
C
Value
D
Resources

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Correct answer: C

Question 10 Single choice

When can a known error record be raised?

1. At any time it would be useful to do so
2. After a workaround has been found

A
2 only
B
1 only
C
Neither of the above
D
Both of the above

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Correct answer: D