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Exin ITILFND - ITIL – Foundation (v4)

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Total 503 questions

What is NOT within the scope of service catalogue management?

A.

Contribution to the definition of services

B.

Interfaces between all services and supporting services

C.

Interfaces between the service catalogue and service portfolio

D.

Fulfilment of business service requests

What actions does a service desk take for all issues, queries and requests that are reported to them?

A.

Schedule, assess, authorize

B.

Diagnose, investigate, resolve

C.

Initiate, approve, fulfill

D.

Acknowledge, classify, own

Which is the BEST example of an emergency change?

A.

The implementation of a planned new release of a software application

B.

A low-risk computer upgrade implemented as a service request

C.

The implementation of a security patch to a critical software application

D.

A scheduled major hardware and software implementation

Which of the following should IT service continuity strategy be based on?

1. Design of the service metrics

2. Business continuity strategy

3. Business impact analysis (BIA)

4. Risk assessment

A.

1, 2 and 4 only

B.

1, 2 and 3 only

C.

2, 3 and 4 only

D.

1, 3 and 4 only

Which is an objective of the design coordination process?

A.

To produce service design packages and ensure they are handed over to service transition

B.

To assess and evaluate all changes and their impact on service designs

C.

To document the initial structure and relationship between services and customers

D.

To gather and document new service level requirements from the customer

Which helps to streamline the fulfilment of service requests?

A.

Understanding which service requests can be accomplished with limited approvals

B.

Creating new workflows for every service request

C.

Separating requests relating to service failures from the degradation of services

D.

Eliminating service requests which have complex workflows

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

Which statement about the ‘change enablement’ practice is CORRECT?

A.

Service requests are usually normal changes that can be implemented quickly without authorization

B.

Emergency changes are changes that must be fully tested and fully documented prior to implementation

C.

Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

D.

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Which are elements of the service value system?

A.

Service provision, service consumption, service relationship management

B.

Governance, service value chain, practices

C.

Outcomes, utility, warranty

D.

Customer value, stakeholder value, organization

What is a change schedule PRIMARILY used for?

A.

To help plan, authorize and schedule emergency changes

B.

To publish a list of service requests that users can select

C.

To ensure that a single change authority reviews every change

D.

To help plan changes, assist in communication and avoid conflicts