Exin ITIL Foundation Set 13

1.

Which is an example of improving service utility using service management automation?

Pre-determined routing of a service request Reducing the time to compile service data Monitoring service availability Faster resource allocation

2.

Which is the CORRECT list of metrics to support CSI activities?

Technology, customer and business Business, service and technology Customer, business and process Process, technology and service

3.

Which is an example of an internal customer?

A customer who has a contract with an internet service provider for a broadband connection The HR department whose payroll service is provided by their organization's IT department An IT department that uses a network service obtained from a supplier A retail bank that outsources its infrastructure to a third-party supplier

4.

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

Technology, customer, user Corporate, customer, service Corporate, customer, technology Service, user, IT

5.

What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?

The complete collection of all data and data repositories in the organization The knowledge to manage organization processes and people The complete collection of all process management structures in the organization The contextual awareness to provide strong common sense judgement

6.

What BEST describes the purpose of analyzing risk?

To assess impact and urgency To assess impact and probability To review remediation planning To review transition planning

7.

Which ITIL process is used to restore normal service operation as quickly as possible?

Service level management Incident management Problem management Availability management

8.

Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

Continual service improvement Service operation Service strategy Service design

9.

Which statement about the known error database (KEDB) is CORRECT?

It is maintained by the service desk and updated with the details of each new incident It is a part of the configuration management database (CMDB) and contains workarounds It is maintained by problem management and is used by the service desk to help resolve incidents It is maintained by incident management and contains solutions to be implemented by problem management

10.

Where should all master copies of controlled software and documentation be stored?

In the definitive capacity library In the definitive media library In the definitive security library In the definitive production library

Exin ITIL Foundation Set 13

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Exin ITIL Foundation Set 13

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