How to Easily Pass the Exin ITIL Exam: Expert Advice

Activities should be automated before they are optimized

Automation is best applied to non-standard tasks

Technology eliminates the need for human intervention

Automation frees human resources for more complex activities

A mobile phone enables a user to work remotely

A password allows a user connect to a Wifi network

A license allows a user to install a software product

A service desk agent provides support to user.

Release management

Deployment management

Change enablement

Supplier management

Deployment management

Release management

Change enablement

Service configuration management

Restoring normal service as quickly as possible

Reducing the number and impact of incidents

Maximizing the number of successful changes

Managing workarounds and known errors

Governance

Service value chain

Guiding principles

Practices

Target resolution times

Escalating all incidents to support teams

Collaboration between teams

Detailed procedural steps for incident investigation

The ability to discover and respond to failure earlier

Standardization of practices and services

Understanding the customer’s perception of value

Understanding the current state and identifying what can be reused

A change

An event

An incident

A problem

A full assessment should be completed each time the change is implemented

The change can be implemented with less testing if necessary

The appropriate change authority should be assigned to each type of change

The change does not require additional authorization