How to Easily Pass the Exin ITIL-F Exam: Expert Advice

To provide a channel for users to request and receive standard services

Provides the rights for users to be able to use a service or group of services

To prevent problems and resulting Incidents from happening

To detect security events and make sense of them

Incidents must only be logged if a resolution is not immediately available

Only incidents reported to the service desk can be logged

All incidents must be fully logged

The service desk decide which incidents to log

Both of the above

1 only

2 only

Neither of the above

Availability management

Capacity management

Service portfolio management

Service catalogue management

Operational level agreement (OLA)

Capacity plan

Service level agreement (SLA)

SLA monitoring chart (SLAM)

1 and 2 only

2 and 3 only

1 and 3 only

All of the above

Availability management

Capacity management

Design coordination

Release management

2 only

1 only

Neither of the above

Both of the above

Notifying more senior levels of management about an incident

Passing an incident to people with a greater level of technical skill

Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

Failing to meet the incident resolution times specified in a service level agreement

Service level management

Service portfolio management

Request fulfilment

Demand management