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New EXIN,Inc ITILFND Exam Dumps Collection (Question 3 - Question 12)
Q1. Which areas are NOT measured by process KPIs?
1. Technology
2. Performance
3. Value
4. Compliance
A. 1, 2 and 3 only
B. 1, 2 and 4 only
C. 1, 3 and 4 only
D. 2, 3 and 4 only
Answer: D
Q2. What BEST describes the value of continual service improvement to the business?
A. It supports the creation of a portfolio of quantified services
B. It results in gradual improvement in cost effectiveness
C. It improves governance by building controls into service designs
D. It provides quick and effective access to standard services
Answer: B
Q3. 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
Answer: C
Q4. Which lifecycle stage defines how value is created and delivered?
A. Service design
B. Service strategy
C. Continual service improvement
D. Service operation
Answer: B
Explanation: The objectives of service strategy includes :
u2711 An understanding of what strategy is.
u2711 A clear identification of the definition of services and the customers who use them.
u2711 The ability to define how value is created and delivered.
u2711 Means to identify opportunities to provide services and how to exploit them.
u2711 A clear service provision model that articulates how services will be delivered and funded as well as to whom they will be delivered and for what purpose.
Q5. Which describes a proactive trigger for problem management?
A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
B. Analysis of an incident by a technical support group which reveals that an underlying problem exists,
or is likely to exist
C. Suspicion or detection of a cause of one or more incidents by the service desk
D. Trending of historical incident records to identify one or more underlying causes
Answer: D
Q6. Which statements about best practice is MOST correct?
A. Customers are a source of best practice and will advise service providers how it should be
implemented
B. Internal experience is the only source of best practice because it is developed within the service
provider
C. ITIL is a source of best practice and is validated across a wide set of environments and situations
D. Suppliers are a source of best practice and they will improve the services delivered by a service
Provider
Answer: C
Q7. Remediation planning is a key part of which process?
A. Capacity management
B. Change management
C. Financial management for IT services
D. Availability management
Answer: B
Q8. Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
A. Service transition
B. Service level management
C. Service operation.
D. Service Design.
Answer: A
Q9. Which three types of metric support Continual Service Improvement (CSI) activities?
A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
B. Process metrics, software metrics and financial metrics
C. Technology metrics, process metrics and service metrics
D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
Answer: C
Q10. What are sources of best practice?
A. Customers, suppliers, advisors
B. Industry practices, academic research, training and education
C. Substitutes, regulators, customers
D. Competition, compliance, commitments
Answer: B
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