[April 2018] Exam PC0-001 PDF Free Instant Download From Lead2pass 547q

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A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be expected of them?

A.    Be accountable for the outcome of an activity
B.    Perform an activity
C.    Be kept up-to-date on the progress of an activity
D.    Manage an activity

Answer: C

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

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

Answer: A

Which one of the following do technology metrics measure?

A.    Components
B.    Processes
C.    The end-to-end service
D.    Customer satisfaction

Answer: A

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

A.    Capacity management
B.    Incident management
C.    Service level management
D.    Financial management

Answer: A

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

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

Answer: A

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

A.    Outcome
B.    Incident
C.    Change
D.    Problem

Answer: A

Which process is responsible for managing relationships with vendors?

A.    Change management
B.    Service portfolio management
C.    Supplier management
D.    Continual service improvement

Answer: C

Which of the following service desk organizational structures are described in service operation?

1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun

A.    1, 2 and 4 only
B.    2, 3 and 4 only
C.    1, 3 and 4 only
D.    1, 2 and 3 only

Answer: A

What are the categories of event described in the UIL service operation book?

A.    Informational, scheduled, normal
B.    Scheduled, unscheduled, emergency
C.    Informational, warning, exception
D.    Warning, reactive, proactive

Answer: C

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

Answer: B

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What step is used to determine those risks which have the greatest effect on the objectives of a planned activity?

A.    Identify
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C.    Plan
D.    Implement

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Which is one of the five portfolio management principles?

A.    Portfolio definition
B.    Multi-criteria analysis
C.    Prioritize
D.    Strategy alignment

Answer: D

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Which is an objective of the quality review technique?

A.    To identify a product’s quality criteria
B.    To provide assurance that the project is being conducted properly
C.    To assess that a product conforms to set criteria
D.    To ensure that staff are properly trained in the quality methods

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Which is a governance area of focus for the Programme Manager in consultation with other stakeholders?

A.    Providing support for governance assurance reviews
B.    Initiating assurance reviews of programme viability
C.    Providing business intelligence for Stakeholder Profiles
D.    Designing the programm’s governance arrangements

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Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A.    Service level management
B.    Service catalogue management
C.    Demand management
D.    Service transition

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