EXIN EXIN Certifications ITIL-F Questions & Answers

• Question 271:

  Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

  A. Internal

  B. External

  C. Service desk

  D. Shared services unit

  Correct Answer: C

• Question 272:

  Why is it important for service providers to understand patterns of business activity (PBA)?

  A. PBA are based on organizational roles and responsibilities

  B. IT service providers CANNOT schedule changes until they understand PBA

  C. Demand for the services delivered by service providers are directly influenced by PBA

  D. Understanding PBA is the only way to enable accurate service level reporting

  Correct Answer: C

• Question 273:

  What is the result of carrying out an activity, following a process or delivering an IT service known as?

  A. Outcome

  B. Incident

  C. Change

  D. Problem

  Correct Answer: A

• Question 274:

  Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

  A. Do

  B. Perform

  C. Implement

  D. Measure

  Correct Answer: A

• Question 275:

  Which of the following would commonly be found in a contract underpinning an IT service?

  1.

  Financial arrangements related to the contract

  2.

  Description of the goods or service provided

  3.

  Responsibilities and dependencies for both parties

  A. 1 and 2 only

  B. 1 and 3 only

  C. 2 and 3 only

  D. All of the above

  Correct Answer: D

• Question 276:

  Which of these statements about resources and capabilities is CORRECT?

  A. Resources are types of service asset and capabilities are not

  B. Resources and capabilities are both types of service asset

  C. Capabilities are types of service asset and resources are not

  D. Neither capabilities nor resources are types of service asset

  Correct Answer: B

• Question 277:

  Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

  A. A service option

  B. A service transition package (STP)

  C. A service design package (SDP)

  D. A service charter

  Correct Answer: C

• Question 278:

  Which one of the following is it the responsibility of supplier management to negotiate and agree?

  A. Service level agreements (SLAs)

  B. Third-party contracts

  C. The service portfolio

  D. Operational level agreements (OLAs)

  Correct Answer: B

• Question 279:

  Which of the following is the correct definition of an outcome?

  A. The results specific to the clauses in a service level agreement (SLA)

  B. The result of carrying out an activity, following a process or delivering an IT service

  C. All the accumulated knowledge of the service provider

  D. All incidents reported to the service desk

  Correct Answer: B

• Question 280:

  Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

  A. Do

  B. Perform

  C. Implement

  D. Measure

  Correct Answer: A