Exin ITIL Foundation v.3 Set 3

1.

Which process would you MOST expect to be involved in the management of Underpinning Contracts?

IT Designer/Architect Process Manager Service Catalogue Manager Supplier Manager

2.

Which of the following is NOT the responsibility of Service Catalogue Management?

Ensuring that all operational services are recorded in the Service Catalogue Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio Ensuring that information in the Service Catalogue is accurate Ensuring that information within the Service Pipeline is accurate

3.

The difference between service metrics and technology metrics is BEST described as?

Service metrics measure the end to end service; Technology metrics measure individual components Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

4.

Which of the following is NOT an objective of problem management?

Minimizing the impact of incidents that cannot be prevented Preventing problems and resulting incidents from happening Eliminating recurring incidents Restoring normal service operation as quickly as possible

5.

Which of the following is the BEST definition of an Incident?

A warning that a threshold has been reached, something has changed, or a failure has occurred An unplanned interruption to an IT service or reduction in the quality of an IT service A change of state which has significance for the management of a Configuration Item or IT Service Loss of ability to operate to specification, or to deliver the required output

6.

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

The Request Fulfillment Process Manager The Request Fulfillment Process Owner The Service Desk Manager The Service Manager

7.

Which of the following would a major problem review examine? 1. Things that were done correctly 2. Things that were done incorrectly 3. How to prevent recurrence What could be done better in the future

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

8.

Which of the following statements is CORRECT?

The KEDB and the CMS form part of the larger SKMS The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB) The Service Knowledge Management System (SKMS) is part of the CMS The CMS is part of the Configuration Management Data Base (CMDB)

9.

The group that authorizes changes that must be installed faster than the normal process is called the?

CAB Emergency Committee (CAB/EC) Emergency CAB (ECAB) Urgent Change Board (UCB) Urgent Change Authority (UCA)

10.

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Service design Service transition Continual service improvement Service operation

Exin ITIL Foundation v.3 Set 3

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Exin ITIL Foundation v.3 Set 3

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