Exin ITIL Foundation v.3 Set 4

1.

Which is the first step in the 7 Step Improvement Process?

Prepare for action Define what you should measure Identify gaps in Service Level Agreement (SLA) achievement Where are we now?

2.

What is the definition of an Alert?

A type of Incident A warning that a threshold has been reached or that something has changed An error message to the user of an application An audit report that indicates areas where IT is not performing according to agreed procedures

3.

Which one of the following statements about Incident reporting and logging is correct?

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 Incident can only be reported by users, since they are only the only people who know when a service has been disrupted Incidents can be reported by anyone who detects a disruptions or potential disruption to normal service. This includes technical staff

4.

To add value to the business, what are the four reasons to monitor and measure?

Evaluate; Diagnose; Justify; Intervene Validate; Direct; Justify; Improve Validate; Direct; Justify; Intervene Evaluate; Direct; Justify; Improve

5.

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regardingresponsiveness must be managed It is possible that responsiveness may suffer and customers needs may not be met within business timescales

6.

Which of the following CANNOT be stored and managed by a tool?

Knowledge Data Information Wisdom

7.

Major Incidents require:

Less documentation Longer timescales Less urgency Separate procedures

8.

Which of the following is NOT one of the five individual aspects of Service Design?

The design of the Service Portfolio, including the Service Catalogue The design of the technology architecture and management systems The design of Market Spaces The design of new or changed services

9.

Who is responsible for defining Key Performance Indicators (KPIs) for the Change Management process?

The change management process owner The change advisory board (CAB) The service owner The continual service improvement manager

10.

Which of the following statements BEST describes a Definitive Media Library (DML)?

A secure location where definitive hardware spares are held A secure library where definitive authorized versions of all software and back-ups are stored and protected A secure electronic library that contains all copies of software and licenses A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected

Exin ITIL Foundation v.3 Set 4

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Exin ITIL Foundation v.3 Set 4

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