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Exin ITIL - ITIL Foundation (V4)

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Page: 7 / 15
Total 503 questions

Which service transition process provides guidance about converting data into information?

A.

Change evaluation

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B.

Knowledge management

C.

Service validation and testing

D.

Service asset and configuration management

Which is an objective of the design coordination process?

A.

To produce service design packages and ensure they are handed over to service transition

B.

To assess and evaluate all changes and their impact on service designs

C.

To document the initial structure and relationship between services and customers

D.

To gather and document new service level requirements from the customer

Which dimension includes the knowledge needed for the management of services?

A.

Organizations and people

B.

Value streams and processes

C.

Information and technology

D.

Partners and suppliers

Service transition contains detailed descriptions of which processes?

A.

Change management, service asset and configuration management, release and deployment

management

B.

Change management, capacity management, event management, service request management

C.

Service level management, service portfolio management, service asset and configuration management

D.

Service asset and configuration management, release and deployment management, request fulfillment

How does categorization of incidents assist the 'incident management' practice?

A.

It determines the priority assigned to the incident

B.

It determines how the service provider is perceived

C.

It helps direct the incident to the correct support area

D.

It ensures that incidents are resolved in timescales agreed with the customer

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A.

Service desk

B.

Monitoring and event management

C.

Service level management

D.

Continual improvement

Which practice is the responsibility of everyone in the organization?

A.

Change control

B.

Problem management

C.

Service level management

D.

Continual improvement

Which is the correct combination of items that makes up an IT service?

A.

Customers, providers and documents

B.

Information technology, people and processes

C.

Information technology, networks and people

D.

People, processes and customers

Which gives a user access to a system?

A.

Service requirement

B.

Service agreement

C.

Service consumption

D.

Service provision

Which are the elements of process control?

A.

Inputs, outputs and triggers

B.

Work instructions, procedures and roles

C.

Resources, capabilities and metrics

D.

Process owner, policy and objectives