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Exin ITIL - ITIL Foundation (V4)

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Page: 5 / 15
Total 503 questions

Which guiding principle recommends assessing the current state and deciding what can be reused?

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

How should an organization include third-party suppliers in the continual improvement of services?

A.

Ensure suppliers include details of their approach to service improvement in contracts

B.

Require evidence that the supplier uses agile development methods

C.

Require evidence that the supplier implements all improvements using project management practices

D.

Ensure that all supplier problem management activities result in improvements

Which practice provides support for managing feedback, compliments and complaints from users?

A.

Change control

B.

Service request management

C.

Problem management

D.

Incident management

What three elements make up the Service Portfolio?

A.

Customer portfolio, service catalogue and retired services

B.

Customer portfolio, configuration management system and service catalogue

C.

Service pipeline, service catalogue and retired services

D.

Service pipeline, configuration management system and service catalogue

Which of the following is an example of workaround?

A.

A defective network switch is replaced with a new one

B.

An email server is restored after an incident is reported

C.

Server memory is increased when the server is unresponsive

D.

A server is restarted to resolve an incident

Which is handled as a service request?

A.

An investigation to identify the cause of an incident

B.

A compliment about an IT support team

C.

The failure of an IT service

D.

An emergency change to implement a security patch

What considerations influence the supplier strategy of an organization?

A.

Contracts and agreements

B.

Type of cooperation with suppliers

C.

Corporate culture of the organization

D.

Level of formality

Which term relates to service levels aligned with the needs of service consumers?

A.

Service management

B.

Warranty

C.

Cost

D.

Utility

What is defined as a change of state that has significate for the management of an IT service?

A.

Event

B.

Incident

C.

Problem

D.

Known error

Which is an example of a business related measurement?

A.

The number of passengers checked in

B.

The average time to response to change requests

C.

The average resolution time for incidents

D.

The number of problems resolved