EXINInc ITILFND Software 2021

NEW QUESTION 1

Which one of the following generates demand for services?

• A. Infrastructure trends
• B. Patterns of business activity (PBA.
• C. Cost of providing support
• D. Service level agreements (SLA.

Answer: B

NEW QUESTION 2

Which is an objective of the design coordination process?

• A. To ensure service design packages are handed over to service transition
• B. To ensure that all changes are assessed for their impact on service designs
• C. TO document the initial structure and relationship between services and customers
• D. TO handover new service level requirements to the service level management process

Answer: A

NEW QUESTION 3

Which Functions are included in IT operations management?

• A. Network management and application management
• B. Technical management and change management
• C. IT operations control and facilities management
• D. Facilities management and release management

Answer: C

NEW QUESTION 4

What is the type of notification that should be sent when a threshold has been reached, something
has changed or a failure has occurred?

• A. An emergency change
• B. An alert
• C. An emergency event
• D. A request for change

Answer: B

NEW QUESTION 5

Which one of the following is the BEST definition of the term ‘service management’?

• A. A set of specialized organizational capabilities for providing value to customers in the form of services
• B. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose
• C. The management of functions within an organization to perform certain activities
• D. Units of organizations with roles to perform certain activities

Answer: A

NEW QUESTION 6

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

• A. Return on investment (ROI), value on investment (VOI), quality
• B. Strategic, tactical and operational
• C. Critical success factors (CSFs), key performance indicators (KPIs), activities
• D. Technology, process and service

Answer: D

NEW QUESTION 7

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

• A. Service level management
• B. Service portfolio management
• C. Request fulfilment
• D. Demand management

Answer: C

NEW QUESTION 8

Which statement should NOT be part of the value proposition for Service Design?

• A. Reduced total cost of ownership
• B. Improved quality of service
• C. Improved Service alignment with business goals
• D. Better balance of technical skills to support live services

Answer: D

NEW QUESTION 9

Which service lifecycle stage provides the following values to the business?

• A. Service transition
• B. Service strategy
• C. Service operation
• D. Service design

Answer: C

NEW QUESTION 10

Which one of the following is the BEST definition of an event?

• A. Any change of state that has significance for the management of a configuration item (CI) or IT service
• B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
• C. The unknown cause of one or more incidents that have an impact on an IT service
• D. Reducing or eliminating the cause of an incident or problem

Answer: A

NEW QUESTION 11

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

• A. Be accountable for the outcome of an activity
• B. Perform an activity
• C. Be kept up-to-date on the progress of an activity
• D. Manage an activity

Answer: C

NEW QUESTION 12

Which is an objective of the service design lifecycle stage?

• A. To embed continual service improvement (CSI) in all service design activities
• B. To ensure that all service design activities use the minimum amount of resources
• C. To monitor service level targets as agreed in service level agreements
• D. To create and maintain a portfolio of quantified services

Answer: A

Explanation:
http://www.greycampus.com/opencampus/itil-foundation/introduction-about-service-design

NEW QUESTION 13

Which process would be used to compare the value that newer services have offered over those they have replaced?

• A. Availability management
• B. Capacity management
• C. Service portfolio management
• D. Service catalogue management

Answer: C

NEW QUESTION 14

Which statement about the emergency change advisory board (ECAB) is CORRECT?

• A. The ECAB considers every high priority request for change
• B. Amongst the duties of the ECAB is the review of completed emergency changes
• C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
• D. The ECAB will be chaired by the IT director

Answer: C

NEW QUESTION 15

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

• A. Be accountable for the outcome of an activity
• B. Perform an activity
• C. Be kept up-to-date on the progress of an activity
• D. Manage an activity

Answer: C

NEW QUESTION 16

Which one of the following are the two primary elements that create value for customers?

• A. Value on investment (VOI) and return on investment (ROI)
• B. Customer and user satisfaction
• C. Service requirements and warranty
• D. Resources and capabilities

Answer: D

NEW QUESTION 17

Which one of the following activities does application management perform?

• A. Defining where the vendor of an application should be located
• B. Ensuring that the required functionality is available to achieve the required business outcome
• C. Deciding who the vendor of storage devices will be
• D. Agreeing the service levels for the service supported by the application

Answer: B

NEW QUESTION 18

Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

• A. 1,2 and 3 only
• B. All of the above
• C. 1 and 3 only
• D. 2 and 4 only

Answer: A

NEW QUESTION 19

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

• A. Service level management
• B. IT operations management
• C. Capacity management
• D. Incident management

Answer: B

NEW QUESTION 20

Which areas are NOT measured by process KPIs?
1. Technology
2. Performance
3. Value
4. Compliance

• A. 1, 2 and 3 only
• B. 1, 2 and 4 only
• C. 1, 3 and 4 only
• D. 2, 3 and 4 only

Answer: D

NEW QUESTION 21

What is the BEST description of an operational level agreement (OLA)?

• A. An agreement between the service provider and another part of the same organization
• B. An agreement between the service provider and an external organization
• C. A document that describes to a customer how services will be operated on a day-to-day basis
• D. A document that describes business services to operational staff

Answer: A

NEW QUESTION 22

Which process is responsible for managing all service requests from users?

• A. Change fulfilment
• B. Incident management
• C. Request fulfilment
• D. Event management

Answer: C

NEW QUESTION 23

Which statement about the known error database (KEDB) is CORRECT?

• A. It is maintained by the service desk and updated with the details of each new incident
• B. It is a part of the configuration management database (CMDB) and contains workarounds
• C. It is maintained by problem management andis used by the service desk to help resolve incidents
• D. It is maintained by incident management and contains solutions to be implemented by problem management

Answer: C

NEW QUESTION 24

Which process has the objective to identify changes to the customer environment that could
potentially impact the type, level or utilization of services provided?

• A. Business relationship management
• B. Service level management
• C. Availability management
• D. Change management

Answer: D

NEW QUESTION 25

Which of the following BEST describes a service level agreement (SLA.?

• A. A written agreement between a supplier and the IT customer(s), defining the key service targets andresponsibilities of both parties
• B. A partnership developed between the IT service provider and the customer, so that a mutuallybeneficial agreement is reached
• C. The key service targets and responsibilities of both parties that are used to hold each partyaccountable when disputes arise
• D. An agreement between an IT service provider and another part of the same organization that assistswith the provision of services

Answer: A

NEW QUESTION 26
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