EXIN EXIN Certifications ITIL-F-CHS Questions & Answers

• Question 131:

  Which of the following is NOT an objective of Continual Service Improvement?

  A. Review and analyze Service Level Achievement results

  B. Identify activities to improve the efficiency of service management processes

  C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

  D. Conduct activities to deliver and manage services at agreed levels to business users

  Correct Answer: D

• Question 132:

  Which of the following activities are performed by a service desk?

  1.

  Logging details of incidents and service requests

  2.

  Providing first-line investigation and diagnosis

  3.

  Restoring service

  4.

  Implementing all standard changes

  A. All of the above

  B. 1, 2 and 3 only

  C. 2 and 4 only

  D. 3 and 4 only

  Correct Answer: B

• Question 133:

  Which function or process would provide staff to monitor events in an operations bridge?

  A. Technical management

  B. IT operations management

  C. Request fulfillment

  D. Applications management

  Correct Answer: B

• Question 134:

  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 fulfillment

  Correct Answer: D

• Question 135:

  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

  Correct Answer: C

• Question 136:

  Which one of the following does service metrics measure?

  A. Functions

  B. Maturity and cost

  C. The end-to-end service

  D. Infrastructure availability

  Correct Answer: C

• Question 137:

  What guidance does ITIL give on the frequency of production of service reporting?

  A. Service reporting intervals must be defined and agreed with the customers

  B. Reporting intervals should be set by the service provider

  C. Reports should be produced weekly

  D. Service reporting intervals must be the same for all services

  Correct Answer: A

• Question 138:

  With which process is problem management likely to share categorization and impact coding systems?

  A. Incident management

  B. Service asset and configuration management

  C. Capacity management

  D. IT service continuity management

  Correct Answer: A

• Question 139:

  Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

  A. Event management, incident management, problem management, request fulfilment, and access management

  B. Event management, incident management, change management, and access management

  C. Incident management, problem management, service desk, request fulfilment, and event management

  D. Incident management, service desk, request fulfilment, access management, and event management

  Correct Answer: A

• Question 140:

  Which of the following statements about standard changes are CORRECT?

  1.

  The approach is pre-authorized

  2.

  The risk is usually low and well understood

  3.

  Details of the change will be recorded

  4.

  Some standard changes will be triggered by the request fulfilment process

  A. 1 only

  B. 2 and 3 only

  C. 1, 2 and 4 only

  D. All of the above

  Correct Answer: D