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How to Easily Pass the Exin ITIL Exam: Expert Advice

Questions 111

What can be described as an operating model for the creating and management of products and services?

Options:

A.

Governance

B.

Service value chain

C.

Guiding principles

D.

Practices

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Questions 112

Which statement about problems is CORRECT?

Options:

A.

Problems are not related to incidents.

B.

Problems must be resolved quickly in order to restore normal business activity.

C.

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

D.

Problem prioritization involves risk assessment.

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Questions 113

Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?

Options:

A.

Executing improvement actions

B.

Performing baseline assessments

C.

Defining the improvement plan

D.

Understanding the business mission

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Questions 114

Which is part of the definition of a customer?

Options:

A.

The role that defines the requirements for a service

B.

A means of enabling value co-creation

C.

The role that authorizes budget for service consumption

D.

A set of specialized organizational capabilities for enabling value

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Questions 115

What is required by all service desk staff?

Options:

A.

Excellent technical knowledge

B.

Root cause analysis skills

C.

Demonstration of emotional intelligence

D.

Knowledge of telephony technology

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Questions 116

Which practice makes new services available for use?

Options:

A.

Change enablement

B.

Release management

C.

Deployment management

D.

IT asset management

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Questions 117

Which is the correct combination of items that makes up an IT service?

Options:

A.

Customers, providers and documents

B.

Information technology, people and processes

C.

Information technology, networks and people

D.

People, processes and customers

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Questions 118

Which service catalogue view is considered beneficial when constructing the relationship between services,

SLAs, OLAs, and other underpinning agreements?

Options:

A.

Service-based SLA view

B.

Wholesale customer view

C.

Retail customer view

D.

Supporting services view

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Questions 119

Which is included in the purpose of the ‘service level management’ practice?

Options:

A.

To maximize the number of successful service and product changes

B.

To ensure accurate information about the configuration of services is available

C.

To set clear business-based targets for service levels

D.

To ensure that suppliers and their performance are managed appropriately

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Questions 120

Which is a purpose of the ‘service desk’ practice?

Options:

A.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B.

To be the entry point and single point of contact for the service provider with all of its users

C.

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

D.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

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