EXIN EXIN Certifications ITIL-F Questions & Answers

• Question 71:

  What is a change of state that has significance for the management of a configuration item (CI) called?

  A. An event

  B. A baseline

  C. A change to a service level agreement

  D. A request for change (RFC.

  Correct Answer: A

• Question 72:

  Which three types of metric support Continual Service Improvement (CSI) activities?

  A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics

  B. Process metrics, software metrics and financial metrics

  C. Technology metrics, process metrics and service metrics

  D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics

  Correct Answer: C

• Question 73:

  What is the primary focus of business capacity management?

  A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

  B. Review of all capacity supplier agreements and underpinning contracts with supplier management

  C. Management, control and prediction of the end-to-end performance and capacity of the live,operational IT services

  D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

  Correct Answer: C

• Question 74:

  What is the primary focus of component capacity management?

  A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

  B. Review of all capacity supplier agreements and underpinning contracts with supplier management

  C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

  D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

  Correct Answer: C

• Question 75:

  Which statement about stakeholders is TRUE?

  A. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization

  B. External customers are those who work for the same organization as the IT service provider

  C. Internal customers are always charged for the IT services they receive from the IT service provider organization

  D. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement

  Correct Answer: A

• Question 76:

  What is the BEST definition of a definitive media library?

  A. It is a secure library in which the latest versions of authorized software items are stored and protected

  B. It is a structured document with definitive information regarding all live IT services, including those available for deployment

  C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected

  D. It is a set of tools and databases that is used to manage knowledge, information and data

  Correct Answer: C

• Question 77:

  Can service operation improve efficiency in the business operation by automating common routines?

  A. No, automating common routines improves effectiveness but not efficiency

  B. Yes, through automating common routines and introducing the service knowledge management System (SKMS)

  C. Yes, through automating common routines, more productive work can be carried out

  D. No, automating common routines only results in preventing common problems

  Correct Answer: B

• Question 78:

  Which processes are responsible for the regular review of underpinning contracts?

  A. Supplier management and service level management

  B. Supplier management and change management

  C. Availability management and service level management

  D. Supplier management and availability management

  Correct Answer: A

• Question 79:

  Which process is responsible for managing all service requests from users?

  A. Change fulfilment

  B. Incident management

  C. Request fulfilment

  D. Event management

  Correct Answer: C

• Question 80:

  What does the continual service improvement (CSI) approach enable a business to achieve?

  A. It keeps the communication going within the business.

  B. It helps the business in making decisions on improvement initiatives.

  C. It helps the stakeholders understand their customers.

  D. It dictates the way the business interacts with external suppliers.

  Correct Answer: C