How to Easily Pass the Exin ITIL Exam: Expert Advice

This role ensures that activities are executed correctly

This role has ownership of the end result

This role is involved in providing knowledge and input

This role ensures the flow of information to stakeholders

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

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

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

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

The process owner and process manager for each type of release

The roles and responsibilities for incident and problem resolution

The naming convention and expected frequency of each type of release

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

(CMS)

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Processes refers to skill and training

Partners refers to suppliers and vendors

People refers to technology and tools

Products refers to producers and metrics

Change enablement and continual improvement

Change enablement and problem management

Problem management and incident management

Incident management and continual improvement

Utility

Asset

Cost

Outcome

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

management

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

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

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

Service configuration management

Change enablement

Service request management

Service level management

To ensure that spending is properly accounted for

To ensure that information security requirements are met

To streamline the fulfillment workflow

To set user expectations for fulfillment times