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質問 1：
Which of the following is the BEST description of a service-based service level agreement (SLA)?
A. The SLA covers an individual customer group for all services they use
B. An SLA that covers all customers for all services
C. An SLA for a service with no customers
D. The SLA covers one service, for all the customers of that service
正解：D
質問 2：
What type of improvement should be achieved by using the Deming Cycle?
A. Return on investment within 12 months
B. Quick wins
C. Rapid, one-off improvement
D. Steady, ongoing improvement
正解：D
質問 3：
The BEST processes to automate are those that are:
A. Critical to the success of the business mission
B. Simple and well understood
C. Carried out by Service Operations
D. Carried out by lots of people
正解：B
質問 4：
Which of the following are responsibilities of a Service Level Manager?
1.Agreeing targets in Service Level Agreements
2.Designing the service so it can meet the targets
3.Ensuring all needed contracts and agreements are in place
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
正解：A
質問 5：
Which of the following availability management activities are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution
A. 2 only
B. 1 only
C. Both of the above
D. Neither of the above
正解：A
質問 6：
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
A. Defining measurable targets
B. Implementing service and process improvements
C. Reviewing measurements and metrics
D. Creating a baseline
正解：A
質問 7：
A consultant has made two recommendations to you in a report:
1.To include legal terminology in your Service Level Agreements (SLAs)
2.It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?
A. 2 only
B. 1 only
C. Both of the above
D. Neither of the above
正解：D
質問 8：
Which one of the following generates demand for services?
A. Cost of providing support
B. Patterns of business activity (PBA)
C. Service level agreements (SLA)
D. Infrastructure trends
正解：B
質問 9：
Which one of the following is an objective of release and deployment management?
A. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
B. To standardize methods and procedures used for efficient and prompt handling of all changes
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
正解：D
Which of the following is the BEST description of a service-based service level agreement (SLA)?
A. The SLA covers an individual customer group for all services they use
B. An SLA that covers all customers for all services
C. An SLA for a service with no customers
D. The SLA covers one service, for all the customers of that service
正解：D
質問 2：
What type of improvement should be achieved by using the Deming Cycle?
A. Return on investment within 12 months
B. Quick wins
C. Rapid, one-off improvement
D. Steady, ongoing improvement
正解：D
質問 3：
The BEST processes to automate are those that are:
A. Critical to the success of the business mission
B. Simple and well understood
C. Carried out by Service Operations
D. Carried out by lots of people
正解：B
質問 4：
Which of the following are responsibilities of a Service Level Manager?
1.Agreeing targets in Service Level Agreements
2.Designing the service so it can meet the targets
3.Ensuring all needed contracts and agreements are in place
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
正解：A
質問 5：
Which of the following availability management activities are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution
A. 2 only
B. 1 only
C. Both of the above
D. Neither of the above
正解：A
質問 6：
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
A. Defining measurable targets
B. Implementing service and process improvements
C. Reviewing measurements and metrics
D. Creating a baseline
正解：A
質問 7：
A consultant has made two recommendations to you in a report:
1.To include legal terminology in your Service Level Agreements (SLAs)
2.It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?
A. 2 only
B. 1 only
C. Both of the above
D. Neither of the above
正解：D
質問 8：
Which one of the following generates demand for services?
A. Cost of providing support
B. Patterns of business activity (PBA)
C. Service level agreements (SLA)
D. Infrastructure trends
正解：B
質問 9：
Which one of the following is an objective of release and deployment management?
A. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
B. To standardize methods and procedures used for efficient and prompt handling of all changes
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
正解：D
Komatsu -
EX0-001の過去問題集です。過去問が大いに役立つ試験です