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New EXIN,Inc ITILFND Exam Dumps Collection (Question 3 - Question 12)
Q3. From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
A. User
B. Customer
C. Supplier
D. Administrator
Answer: B
Q4. What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there? 6. ?
A. What is the return on investment (ROI)?
B. How much did it cost?
C. How do we keep the momentum going?
D. What is the value on investment (VOI)?
Answer: C
Q5. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
A. Do
B. Perform
C. Implement
D. Measure
Answer: A
Q6. Why is it important for service providers to understand patterns of business activity (PBA)?
A. PBA are based on organizational roles and responsibilities
B. IT service providers CANNOT schedule changes until they understand PBA
C. Demand for the services delivered by service providers are directly influenced by PBA
D. Understanding PBA is the only way to enable accurate service level reporting
Answer: C
Q7. Which of the following is best definition of IT service management?
A. An internal service provider that is embedded within a business unit
B. A complete set of all the documentation required to deliver world class services to customers
C. Technical implementation of supporting IT infrastructure components
D. The implementation and management of quality IT services that meet business needs
Answer: D
Q8. Which of the following is the correct definition of an outcome?
A. The results specific to the clauses in a service level agreement (SLA)
B. The result of carrying out an activity, following a process or delivering an IT service
C. All the accumulated knowledge of the service provider
D. All incidents reported to the service desk
Answer: B
Q9. From the perspective of the service provider, who is the person or group that agrees their service targets?
A. The user
B. The customer
C. The supplier
D. The administrator
Answer: B
Q10. Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
A. Suppliers, manufacturers and vendors
B. Customers
C. Internal departments
D. The facilities management function
Answer: A
Q11. Which one of the following is concerned with policy and direction?
A. Capacity management
B. Governance
C. Service design
D. Service level management
Answer: B
Q12. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
A. 1 only
B. 2 only
C. 3 only
D. All of the above
Answer: D
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