EXIN EXIN Certifications ITIL-F Questions & Answers

• Question 231:

  Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?

  A. Suppliers, manufacturers and vendors

  B. Customers

  C. Internal departments

  D. The facilities management function

  Correct Answer: A

• Question 232:

  What do customer perceptions and business outcomes help to define?

  A. The value of a service

  B. Governance

  C. Total cost of ownership (TCO)

  D. Key performance indicators (KPIs)

  Correct Answer: A

• Question 233:

  The consideration of value creation is a principle of which stage of the service lifecycle?

  A. Continual service improvement

  B. Service strategy

  C. Service design

  D. Service transition

  Correct Answer: B

• Question 234:

  What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

  A. Return on investment (ROI), value on investment (VOI), quality

  B. Strategic, tactical and operational

  C. Critical success factors (CSFs), key performance indicators (KPIs), activities

  D. Technology, process and service

  Correct Answer: D

• Question 235:

  Which of the following is NOT one of the five individual aspects of service design?

  A. The design of the service portfolio, including the service catalogue

  B. The design of new or changed services

  C. The design of market spaces

  D. The design of the technology architectures

  Correct Answer: C

• Question 236:

  Which one of the following is the CORRECT set of steps for the continual service improvement approach?

  A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

  B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

  C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

  D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

  Correct Answer: D

• Question 237:

  Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

  A. Implementing service and process improvements

  B. Reviewing measurements and metrics

  C. Creating a baseline

  D. Defining measurable targets

  Correct Answer: D

• Question 238:

  Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".

  What are these four Ps?

  A. People, process, partners, performance

  B. Performance, process, products, problems

  C. People, process, products, partners

  D. People, products, perspective, partners

  Correct Answer: C

• Question 239:

  Which of the following should be considered when designing measurement systems, methods and metrics?

  1.

  The services

  2.

  The architectures

  3.

  The configuration items

  4.

  The processes

  A. 2 and 3 only

  B. 1 and 3 only

  C. 2 and 4 only

  D. All of the above

  Correct Answer: D

• Question 240:

  What would be the next step in the continual service improvement (CSI) model after:

  1.

  What is the vision?

  2.

  Where are we now?

  3.

  Where do we want to be?

  4.

  How do we get there?

  5.

  Did we get there?

  6.

  ?

  A. What is the return on investment (ROI)?

  B. How much did it cost?

  C. How do we keep the momentum going?

  D. What is the value on investment (VOI)?

  Correct Answer: C