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How to Easily Pass the Exin ITIL Exam: Expert Advice

Questions 81

Which service request management decisions require that policies are established'?

Options:

A.

Deciding how degradations of service are resolved

B.

Deciding how to handle service requests where the steps are unknown

C.

Deciding which service requests require approval

D.

Deciding when workarounds should be used

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Questions 82

Which statement about the 'continual improvement model' is CORRECT?

Options:

A.

Organizations should work through the steps of the model in the sequence in which they are presented

B.

The low of the model helps organizations to link improvements to its goals

C.

The model is applicable to only certain parts of the service value system

D.

Organizations should use an additional model or method to link improvements to customer value

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Questions 83

Which statement about output is correct?

Options:

A.

They consist of several outcomes.

B.

They capture customer demand for services

C.

They contribute to the achievement of outcomes

D.

They describes how the service performs.

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Questions 84

In service relationships, what is a benefit of identifying consumer roles?

Options:

A.

It enables effective stakeholder management

B.

It provides shared service expectations

C.

It removes constraints from the customer

D.

It enables a common definition of value

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Questions 85

Which practice recommends the use of event-based surveys to gather feedback from customers?

Options:

A.

Service level management

B.

Change enablement

C.

Service request management

D.

Problem management

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Questions 86

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Options:

A.

Monitoring and event management

B.

Incident management

C.

Service level management

D.

IT asset management

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Questions 87

Which statement about service requests is CORRECT?

Options:

A.

Complex service requests should be dealt with as normal changes

B.

Service requests that require simple workflows should be dealt with as incidents

C.

Service requests require workflows that should use manual procedures and avoid automation

D.

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

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Questions 88

Which is a use of a continual improvement register?

Options:

A.

Planning changes, assisting in communication, avoiding conflicts, and assigning resources

B.

Selecting the right method, model or technique for identifying improvements

C.

Tracking and managing improvement ideas from identification through to final action

D.

Describing the services designed to meet the needs of a consumer group

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Questions 89

Which practice's purpose includes creating closer more collaborative relationships?

Options:

A.

Supplier management

B.

Information security management

C.

Release management

D.

Service configuration management

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Questions 90

What is the definition of warranty?

Options:

A.

A means of identifying events that could cause harm or loss

B.

A means of determining whether a service is fit for purpose

C.

A means of identifying a result for a stakeholder

D.

A means of determining whether a service is fit for use

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