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How to Easily Pass the Exin ITIL Exam: Expert Advice

Questions 131

Which dimension includes the knowledge needed for the management of services?

Options:

A.

Organizations and people

B.

Value streams and processes

C.

Information and technology

D.

Partners and suppliers

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Questions 132

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Options:

A.

Incidents

B.

Problems

C.

Events

D.

Requests

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Questions 133

Which statement about the ‘change enablement’ practice is CORRECT?

Options:

A.

Standard changes are those that need to be scheduled, assessed and authorized following a standard process

B.

Normal changes are triggered by the creation of a change request which can be created manually or automated

C.

Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

D.

There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

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Questions 134

Which processes are responsible for the regular review of underpinning contracts?

Options:

A.

Supplier management and service level management

B.

Supplier management and change management

C.

Availability management and service level management

D.

Supplier management and availability management

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Questions 135

What does ‘change enablement’ PRIMARILY focus on?

Options:

A.

Changes to service levels

B.

Changes to products and services

C.

Changes to organizational structure

D.

Changes to skills and competencies

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Questions 136

Which service transition process provides guidance about converting data into information?

Options:

A.

Change evaluation

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B.

Knowledge management

C.

Service validation and testing

D.

Service asset and configuration management

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Questions 137

What does the 'service request management' practice depend on for maximum efficiency?

Options:

A.

Self-service tools

B.

Compliments and complaints

C.

Processes and procedures

D.

Incident management

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Questions 138

Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?

Options:

A.

Define measurable targets

B.

Perform baseline assessments

C.

Execute improvement actions

D.

Evaluate measurements and metrics

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Questions 139

What is the purpose of problem management?

Options:

A.

Reduces the likelihood and impact of incidents

B.

Ensures services are restored as soon as possible

C.

Helps direct the incident to the correct support area

D.

Determines how the service provider is perceived

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Questions 140

Which statement about the 'service desk1 practice is CORRECT?

Options:

A.

It provides a link with stakeholders at strategic and tactical levels

B.

It carries out change assessment and authorization

C.

It investigates the cause of incidents

D.

It needs a practical understanding of the business processes

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