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Exin ITIL-F - ITIL® Foundation

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Total 324 questions

The BEST description of an incident is:

A.

An unplanned disruption of service unless there is a backup to that service

B.

An unplanned interruption to service or a reduction in the quality of service

C.

Any disruption to service whether planned or unplanned

D.

Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

From the perspective of the service provider, who is the person or group that agrees their service targets?

A.

The user

B.

The customer

C.

The supplier

D.

The administrator

Which one of the following generates demand for services?

A.

Infrastructure trends

B.

Patterns of business activity (PBA)

C.

Cost of providing support

D.

Service level agreements (SLA)

Within service design, what is the key output handed over to service transition?

A.

Measurement, methods and metrics

B.

Service design package

C.

Service portfolio design

D.

Process definitions

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A.

Configuration baseline

B.

Project baseline

C.

Change baseline

D.

Asset baseline

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A.

Yes: for information purposes, a known error record can be created at any time it is prudent to do so

B.

No: the Known Error should be created before the problem is logged

C.

No: a known error record is created when the original incident is raised

D.

No: a known error record should be created with the next release of the service

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A.

A service object

B.

An incident

C.

A change

D.

A known error

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A.

User

B.

Customer

C.

Supplier

D.

Administrator

Which of the following are valid parts of the service portfolio?

1. Service pipeline

2. Service knowledge management system (SKMS)

3. Service catalogue

A.

1 and 2 only

B.

3 only

C.

1 and 3 only

D.

All of the above

Which one of the following is concerned with policy and direction?

A.

Capacity management

B.

Governance

C.

Service design

D.

Service level management