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Exin ITIL - ITIL Foundation (V4)

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Page: 8 / 15
Total 503 questions

Which statement about the automation of service requests is CORRECT?

A.

Service requests that cannot be automated should be handled as incidents

B.

Service requests and their fulfillment should be automated as much as possible

C.

Service requests that cannot be automated should be handled as problems

D.

Service requests and their fulfillment should be carried out by service desk staff without automation

Why should some service requests be fulfilled with no additional approvals?

A.

To ensure that spending is properly accounted for

B.

To ensure that information security requirements are met

C.

To streamline the fulfillment workflow

D.

To set user expectations for fulfillment times

What must always be done before an activity is automated?

A.

Check that the activity has already been optimized

B.

Check that suitable new technology has been purchased

C.

Ensure that DevOps has been successfully implemented

D.

Ensure the solution removes the need for human intervention

Identify the missing word(s) in the following sentence.

The service desk should be the entry point and single point of contact for the [?] with all of its users.

A.

Service consumer

B.

Service provider

C.

Customer

D.

Supplier

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

A.

'focus on value' guiding principle

B.

service value system

C.

'service request management' practice

D.

four dimensions of service management

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

A.

Service desk

B.

Service level management

C.

Service request management

D.

Service configuration management

What is warranty?

A.

Assurance that a product or service will meet agreed requirements

B.

The amount of money spent on a specific activity or resource

C.

The functionality offered by a product or service to meet a particular need

D.

The perceived benefits, usefulness and importance of something

Which is a service request?

A.

Requesting a workaround for an issue

B.

Requesting information about how to create a document

C.

Requesting an enhancement to an application

D.

Requesting investigation of a degraded service

Which describes outcomes?

A.

Tangible or intangible deliverables

B.

Results desired by a stakeholder

C.

Configuration of an organization's resources

D.

Functionality offered by a product or service

Which describes normal changes?

A.

Changes that need to be scheduled and assessed following a process

B.

Changes that are low-risk and pre-authorized

C.

Changes that are typically initiated as service requests

D.

Changes that must be implemented as soon as possible