EXIN EXIN Certifications ITIL-F Questions & Answers

• Question 221:

  Which process is responsible for dealing with complaints, comments, and general enquiries from users?

  A. Service level management

  B. Service portfolio management

  C. Request fulfilment

  D. Demand management

  Correct Answer: C

• Question 222:

  Which of the following are objectives of service level management?

  1: Defining, documenting and agreeing the level of IT services to be provided

  2: Monitoring, measuring and reporting the actual level of services provided

  3: Monitoring and improving customer satisfaction

  4:

  Identifying possible future markets that the service provider could operate in

  A.

  1, 2 and 3 only

  B.

  1 and 2 only

  C.

  1, 2 and 4 only

  D.

  All of the above

  Correct Answer: A

• Question 223:

  Which one of the following is an objective of service catalogue management?

  A. Negotiating and agreeing service level agreement

  B. Negotiating and agreeing operational level agreements

  C. Ensuring that the service catalogue is made available to those approved to access it

  D. Only ensuring that adequate technical resources are available

  Correct Answer: C

• Question 224:

  Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

  A. Service level management

  B. Problem management

  C. Change management

  D. Event management

  Correct Answer: B

• Question 225:

  Hierarchic escalation is BEST described as?

  A. Notifying more senior levels of management about an incident

  B. Passing an incident to people with a greater level of technical skill

  C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

  D. Failing to meet the incident resolution times specified in a service level agreement

  Correct Answer: A

• Question 226:

  Which statement BEST represents the guidance on incident logging?

  A. Incidents must only be logged if a resolution is not immediately available

  B. Only incidents reported to the service desk can be logged

  C. All incidents must be fully logged

  D. The service desk decide which incidents to log

  Correct Answer: C

• Question 227:

  Which process would ensure that utility and warranty requirements are properly addressed in service designs?

  A. Availability management

  B. Capacity management

  C. Design coordination

  D. Release management

  Correct Answer: C

• Question 228:

  When can a known error record be raised?

  1.

  At any time it would be useful to do so

  2.

  After a workaround has been found

  A. 2 only

  B. 1 only

  C. Neither of the above

  D. Both of the above

  Correct Answer: D

• Question 229:

  Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

  A. Profit

  B. Preparation

  C. Products

  D. Potential

  Correct Answer: C

• Question 230:

  Which statement about the emergency change advisory board (ECAB) is CORRECT?

  A. The ECAB considers every high priority request for change

  B. Amongst the duties of the ECAB is the review of completed emergency changes

  C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

  D. The ECAB will be chaired by the IT director

  Correct Answer: C