Exin ITIL Foundation Set 14

1.

To add value to the business, what are the four reasons to monitor and measure?

Validate; Direct; Justify; Improve Evaluate; Diagnose; Justify; Intervene Validate; Direct; Justify; Intervene Evaluate; Direct; Justify; Improve

2.

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Business Objectives, IT Objectives, Process Metrics Process Models, Goals and Objectives Vision and Strategy, Tactical Goals and Operational Goals Business and IT Strategy and Process Definitions

3.

What is the definition of an Alert?

An error message to the user of an application A warning that a threshold has been reached or that something has changed A type of Incident An audit report that indicates areas where IT is not performing according to agreed procedures

4.

Which of the following would NOT be a task carried out by the Request Fulfillment process?

The sourcing and delivering of the components of requested standard services (e.g. licenses and software media) Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists Provision of information used to compare actual performance against design standards Provision of information to users and customers about the availability of services and the procedure for obtaining them

5.

Which of the following CANNOT be stored and managed by a tool?

Data Wisdom Information Knowledge

Exin ITIL Foundation Set 14

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Exin ITIL Foundation Set 14

Congratulations

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COMPANY

Products

OTHERS

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