Exin ITIL Foundation v.3 Set 12

1.

Which of the following is NOT an aim of the change management process?

To ensure the impact of changes is better understood To ensure standardized methods and procedures are used for efficient and prompt handling of changes To ensure that all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS) To deliver and manage IT services at agreed levels to business users

2.

Which of the following questions does the guidance in service strategy help to answer?

1 only 2 only 3 only All of the above

3.

Which of the following are within the scope of service asset and configuration management?

1, 2, and 3 only All of the above 1, 2 and 4 only 3 and 4 only

4.

Which of the following statements about incident reporting and logging is CORRECT?

Incidents can only be reported by users, since they are the only people who know when a service has been disrupted Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services

5.

Which of the following is an example of self-help capabilities?

Menu-driven range of facilities used to access service requests Calls to the service desk to register standard changes A software update downloaded automatically to all laptops in an organization Software to allow programmers to debug code

6.

Which of the following drives demand for services?

Infrastructure trends Patterns of business activity (PBA) Cost of providing support Service level agreements (SLA)

7.

Which of the following availability management activities are considered to be proactive as opposed to reactive? 1. Monitoring system availability 2. Designing availability into a proposed solution

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

8.

Which of the following do Technology metrics measure?

Components Processes The end to end service Customer satisfaction

9.

The design of IT services requires the effective and efficient use of what?

People, process, partners, performance Performance, process, products, plans People, process, products, partners People, products, plans, partners

10.

What is the BEST description of the purpose of service operation?

To decide how IT will engage with suppliers during the service lifecycle To proactively prevent all outages to IT services To design and build processes that will meet business needs To deliver and manage IT services at agreed levels to business users and customers

Exin ITIL Foundation v.3 Set 12

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Exin ITIL Foundation v.3 Set 12

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