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Exin ITIL - ITIL Foundation (V4)

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Page: 9 / 15
Total 503 questions

What is an IT asset?

A.

The removal of anything that could have a direct or indirect effect on services

B.

Any component that needs to be managed in order to deliver a service

C.

A request from a user that initiates a service action

D.

Any financially valuable component that can contribute to delivery of an IT product or service

Which ITIL guiding principle recommends using existing services, processes and tools when improving

services?

A.

Progress iteratively with feedback

B.

Keep is simple and practical

C.

Start where you are

D.

Focus on value

What type of change is MOST likely to be managed by the 'service request management' practice?

A.

An emergency change

B.

A normal change

C.

An application change

D.

A standard change

Which of the following is an example of incident?

A.

A backup server is being rebooted while services are running on the primary server

B.

An application is not available during the business hours

C.

A user has requested access to a shared repository

D.

A user wants to reset the password of a server

Which is NOT a key focus of the 'information and technology' dimension?

A.

Workflow management and inventory systems

B.

Communication systems and knowledge bases

C.

Roles and responsibilities

D.

Security and compliance

Which guiding principle recommends coordinating all dimensions of service management?

A.

Start where you are

B.

Think and work holistically

C.

Keep it simple and practical

D.

Progress iteratively with feedback

Which statement about outcomes is CORRECT?

A.

Outcomes help service consumers achieve outputs

B.

Outcomes are one or more services that fulfil the needs of a service consumer

C.

Service providers help service consumers achieve outcomes

D.

Helping service consumers achieve outcomes reduces service provider costs

What are the three phases of 'problem management'?

A.

Problem identification, problem control, error control

B.

Problem analysis, error identification, incident resolution

C.

Problem logging, problem classification, problem resolution

D.

Incident management, problem management, change control

What is the expected outcome from using a service value chain?

A.

Service value streams

B.

Value realization

C.

Customer engagement

D.

The application of practices

Which is the purpose of the 'monitoring and event management' practice?

A.

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.

To systematically observe services and service components, and record and report selected changes of state

C.

To protect the information needed by the organization to conduct its business

D.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible