Best Quality EXIN,Inc ITILFND pdf

Question No: 2

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A. A service object

B. An incident

C. A change

D. A known error

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Question No: 3

A Service design package (SDP) would normally be produced for which of the following?

1. A new IT service

2. A major change to an IT service

3. An emergency change to an IT service

4. An IT service retirement

A. 2, 3 and 4 only

B. 1, 2 and 4 only

C. None of the above

D. All of the above

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Question No: 4

Which of the following are valid parts of the service portfolio?

1. Service pipeline

2. Service knowledge management system (SKMS)

3. Service catalogue

A. 1 and 2 only

B. 3 only

C. 1 and 3 only

D. All of the above

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Question No: 5

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

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Question No: 6

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A. Return on investment (ROI), value on investment (VOI), quality

B. Strategic, tactical and operational

C. Critical success factors (CSFs), key performance indicators (KPIs), activities

D. Technology, process and service

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Question No: 7

A known error has been created after diagnosis of a problem was complete but before a

workaround has been found. Is this a valid approach?

A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so

B. No: the Known Error should be created before the problem is logged

C. No: a known error record is created when the original incident is raised

D. No: a known error record should be created with the next release of the service

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Question No: 8

Which of the following are reasons why ITIL is successful?

1. ITIL is vendor neutral

2. It does not prescribe actions

3. ITIL represents best practice

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

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Question No: 9

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A. Service operation

B. Service transition

C. Continual service improvement

D. Service strategy

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Question No: 10

What do customer perceptions and business outcomes help to define?

A. The value of a service

B. Governance

C. Total cost of ownership (TCO)

D. Key performance indicators (KPIs)

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Question No: 11

Which one of the following is NOT a characteristic of a process?

A. It is measurable

B. It delivers specific results

C. It responds to specific events

D. It structures an organization

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