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New EXIN,Inc ITILFND Exam Dumps Collection (Question 1 - Question 10)
New Questions 1
Which of the following is the BEST description of a centralized service desk?
A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
Answer: D
Topic 8, Roles
182.Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) approach
D. The Deming Cycle
New Questions 2
Which one of the following is NOT a valid purpose or objective of problem management?
A. To prevent problems and resultant incidents
B. To manage problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring incidents
Answer: C
New Questions 3
What is a RACI model used for?
A. Performance analysis
B. Recording configuration items
C. Monitoring services
D. Defining roles and responsibilities
Answer: D
New Questions 4
What is the PRIMARY process for strategic communication with the service provider's customers?
A. Service catalogue management
B. Service portfolio management
C. Service desk
D. Business relationship management
Answer: D
New Questions 5
The remediation plan should be evaluated at what point in the change lifecycle?
A. Before the change is approved
B. Immediately after the change has failed and needs to be backed out
C. After implementation but before the post implementation review
D. After the post implementation review has identified a problem with the change
Answer: A
New Questions 6
How many people should be accountable for a process as defined in the RACI model?
A. As many as necessary to complete the activity
B. Only one - the process owner
C. Two - the process owner and the process enactor
D. Only one - the process architect
Answer: B
New Questions 7
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
A. 2 and 3 only
B. 2 and 4 only
C. 1 and 3 only
D. All of the above
Answer: D
New Questions 8
Which process is responsible for low risk, frequently occurring, low cost changes?
A. Demand management
B. Incident management
C. Release and deployment management
D. Request fulfilment
Answer: D
New Questions 9
Access management is closely related to which other process?
A. Capacity management only
B. 3rd line support
C. Information security management
D. Change management
Answer: C
New Questions 10
Which statement about service review meetings is FALSE?
A. Actions from service review meetings should only be assigned to the service provider
B. Meetings should be held on a regular basis to review service achievement
C. Issues for the upcoming period should be discussed at the meetings
D. Progress and success of the service improvement programme (SIP) should be reviewed
Answer: A
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