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How to Easily Pass the Exin ITIL Exam: Expert Advice

Questions 31

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Options:

A.

Each iteration should be designed before starting the initiative and implemented without feedback

B.

Feedback should only be taken into account when one iteration fails to meet its objective

C.

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

D.

Each iteration should be continually re-evaluated based on feedback

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Questions 32

What should all 'continual improvement' decisions be based on?

Options:

A.

Accurate and carefully analysed data

B.

Details of how services are measured

C.

A recent maturity assessment

D.

An up-to-date balanced scorecard

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Questions 33

When should a full risk assessment and authorization be carried out for a standard change?

Options:

A.

Each time the standard change is implemented

B.

When the procedure for the standard change is created

C.

At least once a year

D.

When an emergency change is requested

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Questions 34

What are the three phases of 'problem management'?

Options:

A.

Problem identification, problem control, error control

B.

Problem analysis, error identification, incident resolution

C.

Problem logging, problem classification, problem resolution

D.

Incident management, problem management, change control

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Questions 35

What are the MOST important skills required by service desk staff?

Options:

A.

Incident analysis skills

B.

Technical skills

C.

Problem resolution skills

D.

Supplier management skills

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Questions 36

Which describes outcomes?

Options:

A.

Tangible or intangible deliverables

B.

Results desired by a stakeholder

C.

Configuration of an organization's resources

D.

Functionality offered by a product or service

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Questions 37

What is warranty?

Options:

A.

Assurance that a product or service will meet agreed requirements

B.

The amount of money spent on a specific activity or resource

C.

The functionality offered by a product or service to meet a particular need

D.

The perceived benefits, usefulness and importance of something

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Questions 38

Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

Options:

A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

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Questions 39

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

Options:

A.

Analysis Paralysis

B.

Direct observation

C.

Minimum viable product

D.

Feedback loop

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Questions 40

What is MOST LIKELY to be handled as a service request?

Options:

A.

An emergency change to apply a security patch

B.

The implementation of a workaround

C.

Providing a virtual server for a development team

D.

Managing an interruption to a service

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