EXIN EXIN Certifications ITIL-F Questions & Answers

• Question 61:

  Which function is responsible for the closure of an incident record?

  A. Event management

  B. The service desk

  C. Either the service desk or an appropriate third party engineer

  D. Any appropriate function

  Correct Answer: B

• Question 62:

  Which statement about change management is CORRECT?

  A. It optimizes overall business risk

  B. It optimizes financial exposure

  C. It ensures that all changes are authorized by the change advisory board (CAB)

  D. It ensures that servicerequests follow the normal change management process

  Correct Answer: C

• Question 63:

  Which is a responsibility of a customer within the service level management process?

  A. Negotiate third party contracts

  B. Measure service availability

  C. Supply good or services

  D. Agree Service level targets

  Correct Answer: D

• Question 64:

  Which processes ensure the targets in the underpinning contracts are appropriate?

  A. Design coordination and service level management

  B. Supplier management and service level management

  C. Service level management and availability management

  D. Configuration management and service portfolio management

  Correct Answer: B

• Question 65:

  Which of the following is an example of proactive problem management?

  A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

  B. Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist

  C. Suspicion or detection of a cause of one or more incidents by the service desk

  D. Trending of historical incident records to identify one or more underlying causes

  Correct Answer: B

• Question 66:

  Which process analyses services that are no longer viable and when they should be retired?

  A. Change management

  B. Service portfolio management

  C. Service level management

  D. Business relationship management

  Correct Answer: B

• Question 67:

  What is defined as "any change of state that has significance for the management of an IT service"?

  A. A request for change

  B. An incident

  C. A problem

  D. An event

  Correct Answer: D

• Question 68:

  What is the BEST description of the CSI register?

  A. It is a record of all authorised changes and their planned implementation dates

  B. It is a record of proposed improvement opportunities and the benefits that will be achieved

  C. It is a record of new services to be approved by a customer, including proposed implementation dates

  D. It is a record of completed improvements and the relevant customer satisfaction metric

  Correct Answer: B

• Question 69:

  What are sources of best practice?

  A. Customers, suppliers, advisors

  B. Industry practices, academic research, training and education

  C. Substitutes, regulators, customers

  D. Competition, compliance, commitments

  Correct Answer: B

• Question 70:

  Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

  A. Service level management

  B. Change management

  C. Incident management

  D. Service asset and configuration management

  Correct Answer: D