11.11 Special 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: sale65best

How to Easily Pass the Exin ITIL Exam: Expert Advice

Questions 11

Which practice identifies metrics that reflect a customer experience of a service?

Options:

A.

Continual improvement

B.

Service level management

C.

Service desk

D.

Problem management

Buy Now
Questions 12

Which ITIL guiding principle recommends using existing services, processes and tools when improving

services?

Options:

A.

Progress iteratively with feedback

B.

Keep is simple and practical

C.

Start where you are

D.

Focus on value

Buy Now
Questions 13

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

Options:

A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

Buy Now
Questions 14

Which practice owns and manages issues, queries and requests from users?

Options:

A.

Service desk

B.

Problem management

C.

Incident management

D.

Change control

Buy Now
Questions 15

What is typically needed to assign complex incidents to support groups?

Options:

A.

The incident priority

B.

The incident category

C.

A change schedule

D.

A self-help tool

Buy Now
Questions 16

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Options:

A.

Progress iteratively with feedback

B.

Think and work holistically

C.

Keep it simple and practical

D.

Focus on value

Buy Now
Questions 17

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Options:

A.

Incident management

B.

Monitoring and event management

C.

Change control

D.

Information security management

Buy Now
Questions 18

In which TWO situations should the ITIL guiding principles be considered?

1. In every initiative

2. In relationships with all stakeholders

3. Only in specific initiatives where the principle is relevant

4. Only in specific stakeholder relationships where the principle is relevant

Options:

A.

1 and 2

B.

1 and 4

C.

2 and 3

D.

3 and 4

Buy Now
Questions 19

Which service level metrics are BEST for measuring user experience?

Options:

A.

Single system-based metrics

B.

Metrics for the percentage of uptime of a service

C.

Operational metrics

D.

Metrics linked to defined outcomes

Buy Now
Questions 20

Which activity is part of the 'continual improvement' practice?

Options:

A.

Populating and maintaining the asset register

B.

Providing a clear path for users to report issues, queries, and requests

C.

Delivering tactical and operational engagement with customers

D.

Identifying and logging opportunities

Buy Now
Exam Code: ITIL
Exam Name: ITIL Foundation (V4)
Last Update: Nov 8, 2024
Questions: 503

PDF + Testing Engine

$159.99
$56

Testing Engine

$119.99
$42

PDF (Q&A)

$99.99
$35