passguide ex0-101
IT Operations Management have been asked by a customer to carry out a non-standard activity,
that will cause them to miss an agreed service level target. How should they respond?
A. Refuse the request because they must operate the service to meet the agreed service levels
B. Make a decision based on balancing stability and responsiveness
C. Accept the request as they must support customer business outcomes
D. They should escalate this decision to Service Strategy
Answer: B
Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
A. Service Design
B. Service Transition
C. Service Strategy
D. Service Operation
Answer: C
Question: 50
Which of the following activities are carried out in the “Where do we want to be?” step of the
Continual Service Improvement (CSI) Model?
A. Implementing service and process improvements
B. Reviewing measurable improvements
C. Creating a baseline
D. Defining measurable targets
Answer: D
Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?
A. Service Operation
B. Service Transition and Service Operation
C. Service Design, Service Transition and Service Operation
D. Service Strategy, Service Design, Service Transition, Service Operation and Continual Service
Improvement
Answer: D
Which of the following is NOT a purpose of Service Transition?
A. To ensure that a service can be managed, operated and supported
B. To provide training and certification in project management
C. To provide quality knowledge of Change, Release and Deployment Management
D. To plan and manage the capacity and resource requirements to manage a Release
Answer: B
Question: 54
Major Incidents require:
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Answer: A
