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Exin ITILFND - ITIL – Foundation (v4)

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Page: 9 / 15
Total 503 questions

Which is NOT a component of the service value system?

A.

The guiding principles

B.

Governance

C.

Practices

D.

The four dimensions of service management

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

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

When should the effectiveness of a problem workaround be assessed?

A.

Whenever the workaround is used

B.

Whenever the problem is resolved

C.

Whenever the workaround becomes a known error

D.

Whenever the problem is prioritized

Which practice owns and manages issues, queries and requests from users?

A.

Service desk

B.

Problem management

C.

Incident management

D.

Change control

Which service level metrics are BEST for measuring user experience?

A.

Single system-based metrics

B.

Metrics for the percentage of uptime of a service

C.

Operational metrics

D.

Metrics linked to defined outcomes

Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

A.

closed

B.

logged

C.

analysed

D.

escalated

Which is a key requirement for a successful service level agreement?

A.

It should be written in legal language

B.

It should be simply written and easy to understand

C.

It should be based on the service provider’s view of the service

D.

It should relate to simple operational metrics

What are the types of asset management?

A.

IT asset management and software asset management

B.

Operational and technical management

C.

IT asset management and technical management

D.

Operational management and IT asset management

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

A.

Progress iteratively with feedback

B.

Think and work holistically

C.

Keep it simple and practical

D.

Focus on value