EXIN EXIN Certifications ITIL-F Questions & Answers

• Question 241:

  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 242:

  At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

  A. Service design: Design the processes

  B. Service strategy: Develop the offerings

  C. Service transition: Plan and prepare for deployment

  D. Service operation: IT operations management

  Correct Answer: A

• Question 243:

  Which one of the following does service metrics measure?

  A. Functions

  B. Maturity and cost

  C. The end-to-end service

  D. Infrastructure availability

  Correct Answer: C

• Question 244:

  Which one of the following do technology metrics measure?

  A. Components

  B. Processes

  C. The end-to-end service

  D. Customer satisfaction

  Correct Answer: A

• Question 245:

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

  1.

  Enabling

  2.

  Core

  3.

  Enhancing

  4.

  Computer

  A. 1, 3 and 4 only

  B. 2, 3 and 4 only

  C. 1, 2 and 4 only

  D. 1, 2 and 3 only

  Correct Answer: D

• Question 246:

  The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

  A. People, process, partners, performance

  B. Performance, process, products, plans

  C. People, process, products, partners

  D. People, products, plans, partners

  Correct Answer: C

• Question 247:

  Which one of the following are the two primary elements that create value for customers?

  A. Value on investment (VOI) and return on investment (ROI)

  B. Customer and user satisfaction

  C. Service requirements and warranty

  D. Resources and capabilities

  Correct Answer: D

• Question 248:

  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 249:

  Which one of the following includes four stages called Plan, Do, Check and Act?

  A. The Deming Cycle

  B. The continual service improvement approach

  C. The seven-step improvement process

  D. The service lifecycle

  Correct Answer: A

• Question 250:

  What are underpinning contracts used to document?

  A. The provision of IT services or business services by a service provider

  B. The provision of goods and services by third party suppliers

  C. Service levels that have been agreed between the internal service provider and their customer

  D. Metrics and critical success factors (CSFs) for internal support teams

  Correct Answer: B