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Exin ITIL-F - ITIL® Foundation

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Total 324 questions

Which statement about stakeholders is TRUE?

A.

Customers, users and suppliers are examples of stakeholders who are can be external to the service

provider organization

B.

External customers are those who work for the same organization as the IT service provider

C.

Internal customers are always charged for the IT services they receive from the IT service provider organization

D.

Internal customers purchase services from third party suppliers by means of a legally binding contract

or agreement

Which process analyses services that are no longer viable and when they should be retired?

A.

Change management

B.

Service portfolio management

C.

Service level management

D.

Business relationship management

Which describes a proactive trigger for problem management?

A.

Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

B.

Analysis of an incident by a technical support group which reveals that an underlying problem exists,

or is likely to exist

C.

Suspicion or detection of a cause of one or more incidents by the service desk

D.

Trending of historical incident records to identify one or more underlying causes

Which process is responsible for controlling, recording and reporting on the relationships between

components of the IT infrastructure?

A.

Service level management

B.

Change management

C.

Incident management

D.

Service asset and configuration management

Third parties responsible for supplying goods or services that are required to deliver IT services is a

description of which stakeholder?

A.

External Customers

B.

Suppliers

C.

Operations

D.

External Consultants

What does the term “Wisdom” represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?

A.

The complete collection of all data and data repositories in the organization

B.

The knowledge to manage organization processes and people

C.

The complete collection of all process management structures in the organization

D.

The contextual awareness to provide strong common sense judgement

Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual

Service Improvement approach?

A.

Service and process improvement

B.

Baseline assessments

C.

Policy and governance review

D.

Measurable targets

How are groups, teams, departments and divisions classified?

A.

Processes

B.

Functions

C.

Roles

D.

Technicians

How is a service delivered between departments of same organization classified?

A.

Internal Service

B.

External Service

C.

Mission Critical service

D.

Organizational service.

Which process works with change management to ensure only authorized components are used?

A.

Knowledge management

B.

Service portfolio management

C.

Service asset and configuration management

D.

Financial management for IT services