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Exin ITIL - ITIL Foundation (V4)

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Total 503 questions

Where are the details of the required performance outcomes of a service denned?

A.

Service level agreements

B.

Service requests

C.

Service components

D.

Service offerings

Which is provided by the ‘engage’ value chain activity?

A.

Ensuring that stakeholder expectations for quality are met

B.

Ensuring that stakeholder needs are understood by the organization

C.

Ensuring that service components are available when needed

D.

Ensuring that services are operated to meet agreed specifications

Which statement about the ‘incident management’ practice is CORRECT?

A.

It identifies the cause of major incidents.

B.

It authorizes changes to resolve incidents.

C.

It maintains detailed procedures for diagnosing incidents.

D.

It resolves the highest impact incidents first.

Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?

A.

Executing improvement actions

B.

Performing baseline assessments

C.

Defining the improvement plan

D.

Understanding the business mission

Which practice nurtures links with stakeholders at strategic and tactical levels'?

A.

Supplier management

B.

Relationship management

C.

Continual improvement

D.

Service level management

Which is an example o' a service request?

A.

A request for normal operation to be restored

B.

A request to implement a security patch

C.

A request tor access to a file

D.

A request to investigate the cause of an incident

Which practice provides a communications point for users to report operational issues, queries and requests?

A.

Incident management

B.

Continual improvement

C.

Service desk

D.

Relationship management

Which describes a CORRECT approach to change authorization?

A.

Changes included in the change schedule are pre-authorized and do not need additional authorization

B.

formal changes should be assessed and authorized before they are deployed

C.

Emergency changes should be authorized by as many people as possible to reduce risk

D.

formal changes are typically implemented as service requests and authorized by the service desk

How are target resolution times used in the 'incident management' practice?

A.

They are agreed, documented, and communicated to help set user expectations

B.

They are established, reviewed, and reported to ensure that customers are happy with the service

C.

They are initiated, approved, and managed to ensure that predictable responses are achieved

D.

They are scheduled, assessed and authorized to reduce the risk of service failures

Which statement about the 'optimize and automate' guiding principle is CORRECT?

A.

Activities should be automated before they are optimized

B.

Automation is best applied to non-standard tasks

C.

Technology eliminates the need for human intervention

D.

Automation frees human resources for more complex activities