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How to Easily Pass the Exin ITIL Exam: Expert Advice

Questions 21

Which statement about costs is CORRECT?

Options:

A.

Costs removed from the consumer are part of service consumption

B.

Costs imposed on the consumer are costs of service utility

C.

Costs removed from the consumer are part of the value proposition

D.

Costs imposed on the consumer are costs of service warranty

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Questions 22

Which activity captures the demand for incident resolution and service requests?

Options:

A.

Change control

B.

Problem management

C.

Service desk

D.

Service catalogue management

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Questions 23

What should be done for every problem?

Options:

A.

It should have a workaround to reduce the impact

B.

It should be prioritized based on its potential impact and probability

C.

It should be resolved so that it can be closed

D.

It should be diagnosed to identify possible solutions

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Questions 24

Which statement about outcomes is CORRECT?

Options:

A.

An outcome can be enabled by more than one output

B.

Outcomes are how the service performs

C.

An output can be enabled by one or more outcomes

D.

An outcome is a tangible or intangible activity

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Questions 25

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

Options:

A.

Service management

B.

Continual improvement

C.

A service

D.

An IT asset

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Questions 26

Identify the missing word in the following sentence.

The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

Options:

A.

plans

B.

measurement

C.

process

D.

tools

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Questions 27

What helps diagnose and resolve a simple incident?

Options:

A.

Rapid escalation

B.

Formation of a temporary team

C.

The use of scripts

D.

Problem prioritization

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Questions 28

What are ’engage’, ‘plan’ and ‘improve’ examples of?

Options:

A.

Service value chain activities

B.

Service level management

C.

Service value chain inputs

D.

Change control

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Questions 29

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Options:

A.

A customer

B.

A user

C.

A configuration item (CI)

D.

An IT asset

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Questions 30

What is the starting point for optimization?

Options:

A.

Standardizing practices and services

B.

Determining where the most positive impact would be

C.

Securing stakeholder engagement

D.

Understanding the vision and objectives of the organization

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