PC0-001 Online Practice Questions and Answers

Which of the following is an objective of business relationship management?

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

Which of the following BEST describes service strategies value to the business?

A. Allows higher volumes of successful change

B. Reduction in unplanned costs through optimized handling of service outages

C. Reduction in the duration and frequency of service outages

D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A. Employers

B. Stakeholders

C. Regulators

D. Accreditors

Which of the following are the MAIN objectives of incident management?

1.

To automatically detect service-affecting events

2.

To restore normal service operation as quickly as possible

3.

To minimize adverse impacts on business operations

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. All of the above

Which process will regularly analyse incident data to identify discernible trends?

A. Service level management

B. Problem management

C. Change management

D. Event management

Which of the following is an enabler of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

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

A. An internal service provider that is embedded within a business unit

B. A complete set of all the documentation required to deliver world class services to customers

C. Technical implementation of supporting IT infrastructure components

D. The implementation and management of quality IT services that meet business needs

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

A. Operational level agreement(OLA)

B. Capacity plan

C. Service level agreement(SLA)

D. SLA monitoring chart(SLAM)

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A. Do

B. Perform

C. Implement

D. Measure

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A. User

B. Customer

C. Supplier

D. Administrator