Exin ITIL Foundation Set 17

1.

Which of these statements about Service Desk staff is CORRECT?

Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

2.

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Services and Infrastructure Applications and Infrastructure Resources and Capabilities Utility and Warranty

3.

Which is the correct combination of Service Management terms across the Lifecycle?

1-A, 2-B, 3-C, 4-D 1-C, 2-D, 3-A, 4-B 1-C, 2-B, 3-A, 4-D 1-B, 2-C, 3-D, 4-A

4.

A plan for managing the end of a supplier contract should be created when?

The contract is being negotiated The contract is about to be ended The Supplier Manager decides that there is a risk the contract might need to end soon The contract has been agreed

5.

Which of the following sentences BEST describes a Standard Change?

A change to the service provider's established policies and guidelines A pre-authorized change that has an accepted and established procedure A change that is made as the result of an audit A change that correctly follows the required change process

6.

Which of the following models would be MOST useful in helping to define an organizational structure?

RACI model Service Model Continual Service improvement (CSI) model. The Deming Cycle

7.

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

Service Portfolio Management Service Level Management Component Capacity Management Demand Management

8.

What is the entry point or the first level of the V model?

Service Solution Customer / Business Needs Service Release Service Requirements

9.

Service Acceptance criteria are used to?

Ensure the design stage of the Lifecycle Ensure Portfolio Management is in place Ensure delivery and support of a service Ensure service Key Performance Indicators (KPIs) are reported

10.

Which of the following statements is CORRECT? (1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation (2) All of the phases of the lifecycle are concerned with the value of IT services

Both of the above Neither of the above 2 only 1 only

Exin ITIL Foundation Set 17

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Exin ITIL Foundation Set 17

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