EXIN EXIN Certifications ITIL-F Questions & Answers

• Question 211:

  Remediation planning is BEST described in which of the following ways?

  A. Planning how to recover the cost of a change

  B. Planning the steps required to be taken if a change is unsuccessful

  C. Planning how to compensate a user for a failed change

  D. Planning how to advise the change requestor of a failed change

  Correct Answer: B

• Question 212:

  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 213:

  Consider the following list:

  1.

  Change authority

  2.

  Change manager

  3.

  Change advisory board (CAB)

  Which one of the following is the BEST description of the items above?

  A. Job descriptions

  B. Functions

  C. Teams

  D. Roles, people or groups

  Correct Answer: D

• Question 214:

  What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

  A. The change authorization board

  B. The change advisory board

  C. The change implementer

  D. The change manager

  Correct Answer: B

• Question 215:

  Which of these should a change model include?

  1.

  The steps that should be taken to handle the change

  2.

  Responsibilities; who should do what, including escalation

  3.

  Timescales and thresholds for completion of the actions

  4.

  Complaints procedures

  A. 1,2 and 3 only

  B. All of the above

  C. 1 and 3 only

  D. 2 and 4 only

  Correct Answer: A

• Question 216:

  Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

  A. Categorization

  B. Detection

  C. Prioritization

  D. Escalation

  Correct Answer: A

• Question 217:

  Which of the following should be done when closing an incident?

  1.

  Check the incident categorization and correct it if necessary

  2.

  Check that the user is satisfied with the outcome

  A. 1 only

  B. Both of the above

  C. 2 only

  D. Neither of the above

  Correct Answer: B

• Question 218:

  Which two processes will contribute MOST to enabling effective problem detection?

  A. Incident and financial management

  B. Change and release and deployment management

  C. Incident and event management

  D. Knowledge and service level management

  Correct Answer: C

• Question 219:

  Which of the following should be documented in an incident model?

  1.

  Details of the service level agreement (SLA) pertaining to the incident

  2.

  Chronological order of steps to resolve the incident

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: B

• Question 220:

  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

  Correct Answer: A