EX0-101 試験問題を無料オンラインアクセス

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 all customers of that service
• C.An agreement that covers service specific issues in a multi-level SLA structure
• D.An agreement that covers one service for a single customer

What do customer perceptions and business outcomes help to define?

• A.Governance
• B.Key performance indicators (KPIs)
• C.Total cost of ownership (TCO)
• D.The value of a service

What is the BEST description of an operational level agreement (OLA)?

• A.A document that describes business services to operational staff
• B.A document that describes to a customer how services will be operated on a day-to-day basis
• C.An agreement between the service provider and another part of the same organization
• D.An agreement between the service provider and an external organization

Which one of the following activities does application management perform?

• A.Ensuring that the required functionality is available to achieve the required business outcome
• B.Defining where the vendor of an application should be located
• C.Deciding who the vendor of the storage devices will be
• D.Agreeing the service levels for the service supported by the application

Which one of the following statements about incident reporting and logging is CORRECT?

• A.Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
• B.Incidents can only be reported by users
• C.Incidents reported by technical staff must also be logged as problems
• D.All calls to the service desk must be logged as incidents