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Exin ITIL - ITIL Foundation (V4)

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Total 503 questions

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

A.

Service request management

B.

Service level management

C.

Incident management

D.

Change management

Which activity is part of the 'continual improvement' practice?

A.

Identifying the cause of incidents and recommending related improvements

B.

Authorizing changes to implement improvements

C.

Logging and managing incidents that result in improvement opportunities

D.

Making business cases for improvement action

Which action is performed by a service provider?

A.

Requesting required service actions

B.

Authorizing budget for service consumption

C.

Ensuring access to agreed resources

D.

Receiving of the agreed goods

Which BEST describes the purpose of the 'improve' value chain activity?

A.

To organize a major improvement initiative into several smaller initiatives

B.

To make new and improved services and features available for use

C.

To ensure a shared understanding of the vision and improvement direction for all products and services

D.

To continually improve all products and services across all value chain activities

Which practice involves the management of vulnerabilities that were not identified before the service went live?

A.

Service request management

B.

Problem management

C.

Change control

D.

Service level management

Which practice handles all pre-defined user-initiated service actions?

A.

Deployment management

B.

Incident management

C.

Service level management

D.

Service request management

Which should be handled by ‘service request management’?

A.

A request to implement a security patch

B.

A request to provide a laptop

C.

A request to resolve an error in a service

D.

A request to change a target in a service level agreement

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A.

Focus on value

B.

Start where you are

C.

Think and work holistically

D.

Keep it simple and practical

Which is an activity of ‘problem identification’?

A.

Analyzing information from software developers

B.

Establishing problem workarounds

C.

Analyzing the cause of problems

D.

Establishing potential permanent solutions

Which statement about outcomes is CORRECT?

A.

Outcomes rely on outputs to deliver results for a stakeholder.

B.

Outcomes use activities to produce tangible or intangible deliverables.

C.

Outcomes gives service consumers assurance of products or services

D.

Outcomes help a service consumers to assess the cost of a specific activity