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Exin ITIL - ITIL Foundation (V4)

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Page: 11 / 15
Total 503 questions

Which statement about the steps to fulfill a service request is CORRECT?

A.

They should be complex and detailed

B.

They should be well-known and proven

C.

They should include incident handling

D.

They should be brief and simple

Which practice identifies metrics that reflect a customer experience of a service?

A.

Continual improvement

B.

Service level management

C.

Service desk

D.

Problem management

Which is a key requirement for a successful service level agreement?

A.

It should be written in legal language

B.

It should be simply written and easy to understand

C.

It should be based on the service provider’s view of the service

D.

It should relate to simple operational metrics

What is defined as any component that needs to be managed in order to deliver an IT service?

A.

A service request

B.

An IT asset

C.

A configuration item (CI)

D.

An incident

Which dimension includes a workflow management system?

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

Which is included in the purpose of the ‘design and transition’ value chain activity?

A.

Ensuring that service components are available when needed

B.

Providing transparency and good stakeholder relationships

C.

Supporting services according to specifications

D.

Continually meeting stakeholder expectations for costs

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

A.

Incident management

B.

Monitoring and event management

C.

Change control

D.

Information security management

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

A.

Change control

B.

Continual improvement

C.

Problem management

D.

Service desk

Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

Which practice updates information relating to symptoms and business impact?

A.

Service level management

B.

Change control

C.

Service request management

D.

Incident management