Exin ITIL Foundation v.3 Set 13

1.

Which of the following CANNOT be provided by a tool?

Knowledge Information Wisdom Data

2.

The consideration of value creation is a principle of which stage of the Service Lifecycle?

Continual Service Improvement Service Strategy Service Design Service Transition

3.

Which process or function is responsible for the Definitive Media Library and Definitive Spares?

Facilities Management Access Management Request Fulfilment Service Asset and Configuration Management

4.

Which of the following should be documented in an Incident Model? 1) Details of the Service Level Agreement (SLA) pertaining to the incident 2) Chronological order of steps to resolve the incident

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

5.

What body exists to support the authorisation of changes and to assist Change Management in the assessment and prioritization of changes?

The Change Authorisation Board The Change Advisory Board The Change Implementer The Change Manager

6.

The BEST description of an Incident is:

An unplanned disruption of service unless there is a backup to that service An unplanned interruption to service or a reduction in the quality of service Any disruption to service whether planned or unplanned Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not

7.

What are Request Models used for?

Assessing changes to understand their potential impact Modelling arrival rates and performance characteristics of service requests Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote Defining how common types of service requests should be processed

8.

The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

Knowledge Management Availability Management Service Asset and Configuration Management Change Management

9.

What is IT Governance concerned with?

Measuring and improving the efficiency and effectiveness of IT processes Ensuring that IT processes support the organization's strategies and objectives Reducing the total cost of providing services to the business Ensuring that targets documented in Service Level Agreements (SLAs) are met

Exin ITIL Foundation v.3 Set 13

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Exin ITIL Foundation v.3 Set 13

Answer & Solution

Answer: Option B

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Congratulations

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