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

Questions 1

Which of the following is the BEST description of a centralized service desk?

Options:

A.

The desk is co-located within or physically close to the user community it serves

B.

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

C.

The desk provides 24 hour global support

D.

There is a single desk in one location serving the whole organization

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Questions 2

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

Options:

A.

Service level management

B.

IT operations management

C.

Capacity management

D.

Incident management

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Questions 3

Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?

Options:

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

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Questions 4

Which one of the following functions would be responsible for the management of a data centre?

Options:

A.

Technical management

B.

Service desk

C.

Application management

D.

Facilities management

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Questions 5

Which of the following BEST describes technical management?

Options:

A.

A function responsible for facilities management and building control systems

B.

A function that provides hardware repair services for technology involved in the delivery of service to customers

C.

Senior managers responsible for all staff within the technical support function

D.

A function that includes providing technical expertise and overall management of the IT infrastructure

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Questions 6

Which of the following processes are performed by the service desk?

1. Capacity management

2. Request fulfilment

3. Demand management

4. Incident management

Options:

A.

All of the above

B.

3 and 4 only

C.

2 and 4 only

D.

2 only

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Questions 7

Which of the following service desk organizational structures are described in service operation?

1. Local service desk

2. Virtual service desk

3. IT help desk

4. Follow the sun

Options:

A.

1, 2 and 4 only

B.

2, 3 and 4 only

C.

1, 3 and 4 only

D.

1, 2 and 3 only

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Questions 8

Which function or process would provide staff to monitor events in an operations bridge?

Options:

A.

Technical management

B.

IT operations management

C.

Request fulfilment

D.

Applications management

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Questions 9

Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis

3. Restoring service

4. Implementing all standard changes

Options:

A.

All of the above

B.

1, 2 and 3 only

C.

2 and 4 only

D.

3 and 4 only

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Questions 10

Which one of the following activities does application management perform?

Options:

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

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Exam Code: ITIL-F
Exam Name: ITIL® Foundation
Last Update: Jun 16, 2024
Questions: 324

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