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Exin ITILFND - ITIL – Foundation (v4)

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Total 503 questions

Which is part of service provision?

A.

The management of resources configured to deliver the service

B.

The management of resources needed to consume the service

C.

The grouping of one or more services based on one or more products

D.

The joint activities performed to ensure continual value co-creation

What are ’engage’, ‘plan’ and ‘improve’ examples of?

A.

Service value chain activities

B.

Service level management

C.

Service value chain inputs

D.

Change control

What is described by the service value system?

A.

How to apply the systems approach of the guiding principle think and work holistically

B.

Services based on one or more products, designed to address needs of a target consumer group

C.

How all the components and activities of the organization work together as a system to enable value creation

D.

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

Which is included in the purpose of the ‘design and transition’ value chain activity?

A.

Ensuring that service components are available when needed

B.

Providing transparency and good stakeholder relationships

C.

Supporting services according to specifications

D.

Continually meeting stakeholder expectations for costs

How does information about problems and known errors contribute to 'incident management'?

A.

It enables the reassessment of known erros

B.

It enables quick and efficient diagnosis of incidents

C.

It removes the need for collaboration during incident resolution

D.

It removes the need for regular customer updates

Which of these should be logged and managed as a problem?

A.

Trend analysis shows a large number of similar incidents

B.

A user requests delivery of a laptop

C.

A monitoring tool detects a change of state for a service

D.

'Continual improvement' needs to prioritize an improvement opportunity

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service

requests?

A.

Change control

B.

IT asset management

C.

Service desk

D.

Service request management

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

A.

Incident management

B.

Monitoring and event management

C.

Change control

D.

Information security management

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

A.

Relationship management

B.

Continual improvement

C.

Service configuration management

D.

Service level management

Identify the missing word in the following sentence.

The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

A.

plans

B.

measurement

C.

process

D.

tools