EXIN EXIN Certifications ITIL-F-CHS Questions & Answers

• Question 11:

  Which of the following items would commonly be on the agenda for a change advisory board (CAB)?

  1.

  Details of failed changes

  2.

  Updates to the change schedule

  3.

  Reviews of completed changes

  A. All of the above

  B. 1 and 2only

  C. 2 and 3 only

  D. 1 and 3 only

  Correct Answer: A

• Question 12:

  Which of the following are types of service defined in ITIL?

  1.

  Core

  2.

  Enabling

  3.

  Special

  A. 1 and 3only

  B. All of the above

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: C

• Question 13:

  Which of the following statements MOST correctly identifies the scope of design coordination activities?

  A. Only changes that introduce new services are included

  B. All changes are mandated to be included

  C. Only changes to business critical systems are included

  D. Any changes that would benefit the organization are included

  Correct Answer: D

• Question 14:

  What are the three service provider business models?

  A. Internal service provider, outsourced 3rd party and off-shore party

  B. Internal service operations provider, external service operations provider, shared service unit

  C. Internal service provider, external service provider, outsourced 3rd party

  D. Internal service provider, external service provider, shared service unit

  Correct Answer: D

• Question 15:

  The definitive media library is the responsibility of:

  A. Facilities management

  B. Access management

  C. Request fulfillment

  D. Service asset and configuration management

  Correct Answer: D

• Question 16:

  Which Functions are included in IT operations management?

  A. Network management and application management

  B. Technical management and change management

  C. IT operations control and facilities management

  D. Facilities management and release management

  Correct Answer: C

• Question 17:

  Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

  A. Availability management

  B. Capacity management

  C. Business relationship management

  D. Service catalogue management

  Correct Answer: C

• Question 18:

  Which of the following is MOST concerned with the design of new or changed services?

  A. Change management

  B. Service transition

  C. Service strategy

  D. Service design

  Correct Answer: D

• Question 19:

  Which of these recommendations is best practice for service level management?

  1.

  Include legal terminology in service level agreements (SLAs)

  2.

  It is NOT necessary to be able to measure all the targets in an SLA

  A. 1 only

  B. 2only

  C. Both of the above

  D. Neither of the above

  Correct Answer: D

• Question 20:

  Which of the following statement about the service owner is INCORRECT?

  A. Carries out the day-to-day monitoring and operation of the service they own

  B. Contributes to continual improvement affecting the service they own

  C. Is a stakeholder in all of the IT processes which support the service they own

  D. Is accountable for a specific service within an organization

  Correct Answer: A