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How to Easily Pass the Exin ITIL Exam: Expert Advice

Questions 101

What is the MOST important reason for prioritizing incidents?

Options:

A.

To ensure that user expectations are realistic

B.

To ensure that incidents with highest impact are resolved first

C.

To help information-sharing are learning

D.

To provide links to related changes and known errors

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Questions 102

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Options:

A.

Focus on value

B.

Progress iteratively with feedback

C.

Collaborate and promote visibility

D.

Optimize and automate

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Questions 103

What term is used to describe the functionality of a service?

Options:

A.

Output

B.

Outcome

C.

Utility

D.

Warranty

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Questions 104

Which practices is MOST associate with the use of empathy to understand users?

Options:

A.

Service desk

B.

Continual improvement

C.

Service level management

D.

Change enablement

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Questions 105

What type of change is MOST likely to be managed as a service request?

Options:

A.

A standard change

B.

A normal change

C.

An emergency change

D.

An organizational change

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Questions 106

Which is an activity of ‘problem identification’?

Options:

A.

Analyzing information from software developers

B.

Establishing problem workarounds

C.

Analyzing the cause of problems

D.

Establishing potential permanent solutions

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Questions 107

Which costs are included in the value proposition of a service?

Options:

A.

Additional expense that the service consumer has because they are using the service

B.

Money that the service consumer no longer needs to spend because they are using the service

C.

Tangible or intangible results for the service consumer because they are using the service

D.

The benefits, usefulness. and importance of the service that are perceived by the service consumer

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Questions 108

Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

Options:

A.

Incident management

B.

Continual improvement

C.

Service request management

D.

Change enablement

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Questions 109

Which dimension of service management considers the workflows and controls needed to deliver services?

Options:

A.

Organization and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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Questions 110

Which TWO of the following are considerations of change enablement?

1. Managing the people aspects of change

2. Ensuring that organizational transformations are successful

3. Maximizing the number of successful service changes

4. Ensuring that changes are properly assessed

Options:

A.

1 and2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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