Exin ITIL Foundation Set 3

1.

Which one of the following is the BEST definition of the term service management?

A set of specialized organizational capabilities for providing value to customers in the form of services A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose The management of functions within an organization to perform certain activities Units of organizations with roles to perform certain activities

2.

Which of the following is NOT a valid objective of problem management?

To prevent problems and their resultant Incidents To manage problems throughout their lifecycle To restore service to a user To eliminate recurring incidents

3.

Which one of the following is an objective of service catalogue management?

Negotiating and agreeing service level agreement Negotiating and agreeing operational level agreements Ensuring that the service catalogue is made available to those approved to access it Only ensuring that adequate technical resources are available

4.

Which of the following statements BEST describes the aims of release and deployment management?

To build, test and deliver the capability to provide the services specified by service design To ensure that each release package specified by service design consists of a set of related assets and service components To ensure that all changes can be tracked, tested and verified if appropriate To record and manage deviations, risks and issues related to the new or changed service

5.

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Implementing service and process improvements Reviewing measurements and metrics Creating a baseline Defining measurable targets

Exin ITIL Foundation Set 3

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Exin ITIL Foundation Set 3

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