Free Exin ITIL Practice Exam with Questions & Answers | Set: 2

Which practice identifies metrics that reflect a customer experience of a service?

Which ITIL guiding principle recommends using existing services, processes and tools when improving

services?

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

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

What is typically needed to assign complex incidents to support groups?

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

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

In which TWO situations should the ITIL guiding principles be considered?

1. In every initiative

2. In relationships with all stakeholders

3. Only in specific initiatives where the principle is relevant

4. Only in specific stakeholder relationships where the principle is relevant

Which service level metrics are BEST for measuring user experience?

Which activity is part of the 'continual improvement' practice?