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How to Easily Pass the Exin ITIL Exam: Expert Advice

Questions 141

Which is the CORRECT of the ‘R’ role in a RACI matrix?

Options:

A.

This role ensures that activities are executed correctly

B.

This role has ownership of the end result

C.

This role is involved in providing knowledge and input

D.

This role ensures the flow of information to stakeholders

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Questions 142

An SLA is a service level agreement.

Which describes the ‘watermelon SLA’ effect?

Options:

A.

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.

B.

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C.

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D.

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

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Questions 143

What should a release policy include?

Options:

A.

The process owner and process manager for each type of release

B.

The roles and responsibilities for incident and problem resolution

C.

The naming convention and expected frequency of each type of release

D.

The naming convention for all configuration items (CI) recorded in the configuration management system

(CMS)

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Questions 144

Which dimension considers data security and privacy?

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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Questions 145

Which statement about the ‘four Ps’ of service design is CORRECT?

Options:

A.

Processes refers to skill and training

B.

Partners refers to suppliers and vendors

C.

People refers to technology and tools

D.

Products refers to producers and metrics

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Questions 146

Which two practices use workarounds?

Options:

A.

Change enablement and continual improvement

B.

Change enablement and problem management

C.

Problem management and incident management

D.

Incident management and continual improvement

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Questions 147

What can a service remove from the consumer and impose on the consumer?

Options:

A.

Utility

B.

Asset

C.

Cost

D.

Outcome

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Questions 148

Service transition contains detailed descriptions of which processes?

Options:

A.

Change management, service asset and configuration management, release and deployment

management

B.

Change management, capacity management, event management, service request management

C.

Service level management, service portfolio management, service asset and configuration management

D.

Service asset and configuration management, release and deployment management, request fulfillment

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Questions 149

Which practice would help a user gain access to an application that they need to use?

Options:

A.

Service configuration management

B.

Change enablement

C.

Service request management

D.

Service level management

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Questions 150

Why should some service requests be fulfilled with no additional approvals?

Options:

A.

To ensure that spending is properly accounted for

B.

To ensure that information security requirements are met

C.

To streamline the fulfillment workflow

D.

To set user expectations for fulfillment times

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Exam Code: ITIL
Exam Name: ITIL Foundation (V4)
Last Update: Jul 13, 2024
Questions: 503

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