EXIN EXIN Certifications ITIL-F-CHS Questions & Answers

• Question 51:

  From the perspective of the service provider, who is the person or group that agrees their service targets?

  A. The user

  B. The customer

  C. The supplier

  D. The administrator

  Correct Answer: B

• Question 52:

  Which of the following is NOT a source of best practice?

  A. Standards

  B. Technology

  C. Academic research

  D. Internal experience

  Correct Answer: B

• Question 53:

  What is a service delivered between two business units in the same organization known as?

  A. Strategic service

  B. Delivered service

  C. Internal service

  D. External service

  Correct Answer: C

• Question 54:

  Which of the following is the BEST description of a service-based service level agreement (SLA)?

  A. The SLA covers one service, for all the customers of that service

  B. The SLA covers an individual customer group for all services they use

  C. An SLA that covers all customers for all services

  D. An SLA for a service with no customers

  Correct Answer: A

• Question 55:

  Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

  A. Service level management

  B. Financial management

  C. Demand management

  D. Risk management

  Correct Answer: B

• Question 56:

  Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

  A. Service operation

  B. Service transition

  C. Continual service improvement

  D. Service strategy

  Correct Answer: C

• Question 57:

  Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

  A. Where are we now?

  B. Where do we want to be?

  C. How do we get there?

  D. Did we get there?

  Correct Answer: B

• Question 58:

  Which of the following are within the scope of service asset and configuration management?

  1.

  Identification of configuration items (CIs)

  2.

  Recording relationships between CIs

  3.

  Recording and control of virtual CIs

  4.

  Approving finance for the purchase of software to support service asset and configuration management

  A. 1, 2 and 3 only

  B. All of the above

  C. 1, 2 and 4 only

  D. 3 and 4 only

  Correct Answer: A

• Question 59:

  Who is responsible for defining metrics for change management?

  A. The change management process owner

  B. The change advisory board (CAB)

  C. The service owner

  D. The continual service improvement manager

  Correct Answer: A

• Question 60:

  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 fulfillment, and access management

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

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

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

  Correct Answer: A