The Secret of EXIN,Inc ITILFND pdf

Question No: 8

Which groups of people would work according to an operational level agreement?

A. Business units

B. All stakeholders

C. External IT teams

D. Internal IT teams

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Question No: 9

Which process is responsible to provide and maintain accurate information on all services that are

being transitioned or have been transitioned to the live environment?

A. Service portfolio management

B. Service level management

C. Service catalogue management

D. Service capacity management

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Question No: 10

Which process monitors and improves the performance of the service transition stage of the service lifecycle?

A. Transition planning and support

B. Design co-ordination

C. Change management

D. Service transition management

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Question No: 11

What is the best description of an external customer?

A. Someone who works in the same organization but in a different business unit to the service provider

B. Anyone who gets charged for the delivered services

C. Customers who are not part of the same organization as the service provider

D. Customers for whom the cost of the service is the primary driver

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Question No: 12

Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level management

B. Supplier management and change management

C. Availability management and service level management

D. Supplier management and availability management

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Question No: 13

Which lifecycle stage defines how value is created and delivered?

A. Service design

B. Service strategy

C. Continual service improvement

D. Service operation

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Question No: 14

A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.

What has taken place within the SLA target?

A. A functional escalation

B. A service level escalation

C. An incident resolution

D. A hierarchic escalation

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Question No: 15

Remediation planning is a key part of which process?

A. Capacity management

B. Change management

C. Financial management for IT services

D. Availability management

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Question No: 16

What BEST defines serviceability?

A. How quickly a service or component can be restored to normal working order

B. How long a service or component can perform its agreed function without failure

C. The ability of a third-party supplier to meet the terms of its contract

D. The part of the business process that is critical to providing the service

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Question No: 17

Which statement about the known error database (KEDB) is CORRECT?

A. It is maintained by the service desk and updated with the details of each new incident

B. It is a part of the configuration management database (CMDB) and contains workarounds

C. It is maintained by problem management andis used by the service desk to help resolve incidents

D. It is maintained by incident management and contains solutions to be implemented by problem management

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