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Exin ITIL - ITIL Foundation (V4)

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Page: 10 / 15
Total 503 questions

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service

requests?

A.

Change control

B.

IT asset management

C.

Service desk

D.

Service request management

Which statement about service desks is CORRECT?

A.

The service desk should work in close collaboration with support and development teams

B.

The service desk should rely on self-service portals instead of escalation to support teams

C.

The service desk should remain isolated from technical support teams

D.

The service desk should escalate all technical issues to support and development teams

Arrange the following steps of software lifecycle in correct order.

1. Retire

2. Test

3. Operate

4. Deploy

5. Ideation

6. Develop

7. Design

A.

Ideation, Design, Develop, Deploy, Test, Operate, Retire

B.

Retire, Test, Operate, Deploy, Ideation, Develop, Design

C.

None of the above

D.

Ideation, Test, Develop, Deploy, Design, Operate, Retire

What is the starting point for optimization?

A.

Standardizing practices and services

B.

Determining where the most positive impact would be

C.

Securing stakeholder engagement

D.

Understanding the vision and objectives of the organization

Which TWO statements about an organization’s culture are CORRECT? (Choose two.)

1. It is created from shared values based on how it carries out its work

2. It is determined by the type of technology used to support services

3. It should be based on the culture of prospective suppliers

4. It should be based on the objectives of the organization

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

A.

Start where you are

B.

Collaborate and promote visibility

C.

Keep it simple and practical

D.

Optimize and automate

What is an output?

A.

A possible event that could cause harm or loss

B.

Something created by carrying out an activity

C.

A result for a stakeholder

D.

A change of state that has significance for the management of a configuration item

How should an organization adopt continual improvement methods?

A.

Use a new method for each improvement the organization handles

B.

Select a few key methods for the types of improvement that the organization handles

C.

Build the capability to use as many improvement methods as possible

D.

Select a single method for all improvements that the organization handles

What is the purpose of the 'relationship management' practice?

A.

To support the agreed quality of a service handling all agreed, userinitiated service requests

B.

To set clear business-based targets for service performance

C.

To establish and nurture the links between the organization and its stakeholders

D.

To align the organization's practices and services with changing business needs

Which activity captures the demand for incident resolution and service requests?

A.

Change control

B.

Problem management

C.

Service desk

D.

Service catalogue management