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NEW QUESTION 1
Which is the BEST definition of a supplier?
- A. It is a third party responsible for supplying goods or services that are required to deliver IT services
- B. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
- C. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
- D. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
Answer: D
NEW QUESTION 2
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
- A. Operational contract
- B. Underpinning contract
- C. Serviceability contract
- D. Service level contract
Answer: B
NEW QUESTION 3
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
Answer: D
NEW QUESTION 4
Which one of the following is NOT an aim of the change management process?
- A. To ensure the impact of changes are understood
- B. To ensure that changes are recorded and evaluated
- C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
- D. To deliver and manage IT services at agreed levels to business users
Answer: D
NEW QUESTION 5
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
- A. A capacity database
- B. A definitive media library
- C. A request for change
- D. A known error database
Answer: D
NEW QUESTION 6
Where are the details of core and enhancing service provided?
- A. The definitive media library.
- B. The configuration management system.
- C. The service portfolio.
- D. The service catalogue.
Answer: C
NEW QUESTION 7
Which of the following BEST describes service strategies' value to the business?
- A. Allows higher volumes of successful change
- B. Reduction in unplanned costs through optimized handling of service outages
- C. Reduction in the duration and frequency of service outages
- D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
Answer: D
NEW QUESTION 8
Which of the following in NOT an objectives ofthe operations management function?
- A. Swift application of skills to diagnose any IT Operations failures that occur
- B. Delivering Operational improvements to achieve reduced costs.
- C. Management of the definitive media library (DML)
- D. Maintenance of status quo to achieve stability of day to day processes and activities
Answer: A
NEW QUESTION 9
Which term describes if a service is fit for use?
- A. Serviceability
- B. Utility
- C. Warranty
- D. Availability
Answer: C
NEW QUESTION 10
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
NEW QUESTION 11
What BEST describes an important principle of communication in service operation?
- A. It is efficient, effective and economical for all IT services.
- B. It has an intended purpose or a resultant action.
- C. It focuses on creating a relationship between processes and products.
- D. It has responsibility for creating policies.
Answer: A
NEW QUESTION 12
Which one of the following is a correct definition of a supplier category?
- A. Strategic - for suppliers of operational products or services
- B. Tactical - for relationships involving significant commercial activity and business interaction
- C. Operational–for suppliers providing low value and/or readily available products and services
- D. Commodity–for significant partnering relationships that involve senior managers
Answer: C
NEW QUESTION 13
The 'multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
- A. Customer level
- B. Service level
- C. Corporate level
- D. Configuration level
Answer: D
NEW QUESTION 14
The configuration management system is part of which system?
- A. The availability management information system
- B. The capacity management information system
- C. The information security management system
- D. The service knowledge management system
Answer: D
NEW QUESTION 15
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
- A. Business services
- B. Component services
- C. Supporting services
- D. Customer services
Answer: C
NEW QUESTION 16
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
- A. Be accountable for the outcome of an activity
- B. Perform an activity
- C. Be kept up-to-date on the progress of an activity
- D. Manage an activity
Answer: C
NEW QUESTION 17
What should the IT service continuity process primarily support?
- A. Critical IT processes
- B. All the services in the service portfolio
- C. Business continuity strategy
- D. Mission critical services at peak business periods
Answer: C
NEW QUESTION 18
Where would you expect incident resolution targets to be documented?
- A. A service level agreement (SLA)
- B. A request for change (RFC)
- C. The service portfolio
- D. A service description
Answer: A
NEW QUESTION 19
Within service design, what is the key output handed over to service transition?
- A. Measurement, methods and metrics
- B. Service design package
- C. Service portfolio design
- D. Process definitions
Answer: B
NEW QUESTION 20
Which is an objective of access management?
- A. To efficiently respond to requests for granting access to services.
- B. To defect changes of state that have significance for management of an IT service.
- C. To assist with general information, complains or comments.
- D. To minimize the impact of incidents that cannot be prevented.
Answer: A
NEW QUESTION 21
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
NEW QUESTION 22
Which is the CORRECT description of an outcome?
- A. The result of carrying out an activity, following a process, or delivering an IT service
- B. The inputs that trigger an action for an activity, process or IT service
- C. The prediction of the future demand requirements for an activity, process or IT service
- D. The design and development of the activities that make up a process or IT service
Answer: A
NEW QUESTION 23
Which is an objective of event management?
- A. To maintain user satisfaction with the quality of IT services
- B. To detect changes of state that have significance for management of an IT service
- C. To provided a channel for users to receive standard services that they are expecting
- D. To minimize the impact of incidents due to service failures that cannot be prevented
Answer: B
NEW QUESTION 24
Which one of the following generates demand for services?
- A. Infrastructure trends
- B. Patterns of business activity (PBA.
- C. Cost of providing support
- D. Service level agreements (SLA.
Answer: B
NEW QUESTION 25
Which one of the following would NOT be defined as part of every process?
- A. Roles
- B. Inputs and outputs
- C. Functions
- D. Metrics
Answer: C
NEW QUESTION 26
Which of the following BEST describes technical management?
- A. A function responsible for facilities management and building control systems
- B. A function that provides hardware repair services for technology involved in the delivery of service to customers
- C. Senior managers responsible for all staff within the technical support function
- D. A function that includes providing technical expertise and overall management of the IT infrastructure
Answer: D
NEW QUESTION 27
Where should incident resolution targets to be documented?
- A. A service level agreement (SLA.
- B. A request for change (RFC.
- C. The service portfolio
- D. A service description
Answer: A
NEW QUESTION 28
Which of the following is NOT an objective of service transition?
- A. To ensure that a service can be managed, operated and supported
- B. To provide training and certification in project management
- C. To provide quality knowledge and information about services and service assets
- D. To plan and manage the capacity and resource requirements to manage a release
Answer: B
NEW QUESTION 29
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
Answer: A
NEW QUESTION 30
What are customers of IT services who do NOT work in the same organization as the service provider known as?
- A. Strategic customers
- B. External customers
- C. Valued customers
- D. Internal customers
Answer: B
NEW QUESTION 31
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