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Exin ITIL - ITIL Foundation (V4)

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Page: 3 / 15
Total 503 questions

Which TWO types of competence are MOST important 'or service desk staff?

1. Knowledge of business processes

2. Collaboration skills

3. Advanced technical knowledge

4. Workflow design skills

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Which is a risk that might be removed from a service consumer by an IT service?

A.

Service provider ceasing to trade

B.

Security breach

C.

Failure of server hardware

D.

Cost of purchasing servers

Which is a use of a change schedule?

A.

Speeding up the planning and authorization of emergency changes

B.

Providing information about deployed changes to help manage incidents and problems

C.

Providing a means of initiating and assessing normal changes

D.

Tracking and managing improvement ideas from identification through to final action

In which situation will incident management USUALLY use a separate process?

A.

Where no target resolution time exists

B.

For low impact incidents

C.

Where the cause must be diagnosed

D.

For information security incidents

Which statement about ‘continual improvement’ is CORRECT?

A.

All improvement ideas should be logged in a single ‘continual improvement register’

B.

A single team should carry out ‘continual improvement’ across the organization

C.

‘Continual improvement’ should have minimal interaction with other practices

D.

Everyone in the organization is responsible for some aspects of ‘continual improvement’

Which guiding principle discourages 'silo activity'?

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Keep it simple and practical

Which practice makes use of methods from Lean. Agile and DevOps?

A.

Service desk

B.

Continual improvement

C.

Problem management

D.

Incident management

What is a cause, or potential cause, of one or more incidents?

A.

A configuration item

B.

A workaround

C.

An incident

D.

A problem

What can be described as an operating model for the creating and management of products and services?

A.

Governance

B.

Service value chain

C.

Guiding principles

D.

Practices