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Exin ITIL - ITIL Foundation (V4)

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Page: 4 / 15
Total 503 questions

Which describe a 'change authority'?

A.

a model used to determine who will assess a change

B.

A person who approves a change

C.

A tool used to help plan changes

D.

A way to manage the people aspects of change

What should be considered as part of the 'partners and suppliers' dimension?

A.

The level of integration and formality involved in the relationships between organizations

B.

The activities, workflows, controls and procedures needed to achieve the agreed objectives

C.

The information created, managed and used in the course of service provision and consumption

D.

The required skills and competencies of teams and individual members of the organization

A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

A.

Incident management

B.

Service level management

C.

Service request management

D.

Change enablement

Which statement about the ‘continual improvement model’ is CORRECT?

A.

Organizations should work through the steps of the model in the sequence in which they are presented

B.

The flow of the model helps organizations to link improvements to its goals

C.

The model is applicable to only certain parts of the service value system

D.

Organizations should use an additional model or method to link improvements to customer value

Which value chain activity ensures that ongoing service activity meets user expectations?

A.

Plan

B.

Engage

C.

Obtain/build

D.

Deliver and support

Which of the following is included in the purpose of the 'continual improvement' printer?

A.

The restoration of normal service operation as quickly as possible

B.

The establishment of Inks between the organization and its stakeholders at strategic and tactical levels

C.

The alignment of the organization's practices and services with changing business needs

D.

The reduction of the likelihood and impact of incidents

Which statement about value creating activities is CORRECT?

A.

Each value stream should be designed with a specific combination of service value chain activities

B.

Service value chain activities have pre-determined dependencies on ITIL practices

C.

A value stream is an operating model for creating value through products and services

D.

Organizations should ensure that each value stream is applicable to many scenarios

Which statement about output is correct?

A.

They consist of several outcomes.

B.

They capture customer demand for services

C.

They contribute to the achievement of outcomes

D.

They describes how the service performs.

Which statement about the known error database (KEDB) is CORRECT?

A.

It is maintained by the service desk and updated with the details of each new incident

B.

It is a part of the configuration management database (CMDB) and contains workarounds

C.

It is maintained by problem management and is used by the service desk to help resolve incidents

D.

It is maintained by incident management and contains solutions to be implemented by problem

management

What do customer perceptions and business outcomes help to define?

A.

The value of a service

B.

Service metrics

C.

The total cost of a service

D.

Key performance indicators (KPIs)