Weekend Sale Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: xmas50

Exin ITILFND - ITIL – Foundation (v4)

Exin ITILFND Premium Access     Download Demo    
Page: 12 / 15
Total 503 questions

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

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 a purpose of the 'engage' value chain activity?

A.

Meeting expectations for quality, costs and time-to-market

B.

Ensuring the continual improvement of services

C.

Ensuring that the organization's vision is understood

D.

Providing transparency and good relationships

Which practice updates information relating to symptoms and business impact?

A.

Service level management

B.

Change control

C.

Service request management

D.

Incident management

Who is responsible for defining metrics for change management?

A.

The change management process owner

B.

The change advisory board (CAB)

C.

The service owner

D.

The continual service improvement manager

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A.

Incidents

B.

Problems

C.

Events

D.

Requests

How does customer engagement contribute to the 'service level management' practice?

1.It captures information that metrics can be based on

2.It ensures the organization meets defined service levels

3.It defines the workflows for service requests

4.It supports progress discussions

A.

1 and 4

B.

3 and 4

C.

2 and 3

D.

1 and 2

Which is included in the purpose of the ‘service level management’ practice?

A.

To maximize the number of successful service and product changes

B.

To ensure accurate information about the configuration of services is available

C.

To set clear business-based targets for service levels

D.

To ensure that suppliers and their performance are managed appropriately

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

A.

Optimize and automate

B.

Start where you are

C.

Focus on value

D.

Progress iteratively with feedback

Which usually requires a team of representatives from many stakeholder groups?

A.

Fulfilling a service request

B.

Authorizing an emergency change

C.

Logging a new problem

D.

Investigating a major incident