Exin ITIL Foundation v.3 Set 5

Development, negotiation and agreement of contracts. ✘ Development, negotiation and agreement of Organizational Level Agreements ✘ Development, negotiation and agreement of Service Level Agreements. ✘ Development, negotiation and agreement of Service Portfolio ✔

Software design ✘ Process design ✘ Environment design ✘ Strategy design ✔

Value on investment (VOI) and return on investment (ROI) ✘ Customer and user satisfaction ✘ Service requirements and warranty ✘ Resources and capabilities ✔

Applications Management ✘ Service Desk ✘ Technical Management ✘ IT Operations Management ✔

Ensuring that information in the service catalogue is accurate ✘ Ensuring that service level agreements are current ✘ Ensuring that information in the service catalogue is consistent with information in the service portfolio ✘ Ensuring that all operational services are recorded in the service catalogue ✔

An SLA is legally binding, an OLA is a best efforts agreement ✘ An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service ✘ An SLA defines Service Level Requirements, an OLA defines Service Level Targets ✘ An SLA is with an external customer, an OLA is with an internal customer ✔

To design and build processes that will meet business needs ✘ To provide detailed specifications for the design of IT services ✘ To transform Service Management into a strategic asset ✘ To underscore the importance of services in the global economy ✔

Any request or demand that is entered by a user via a Self-Help web-based interface ✘ A request from a User for information, advice or for a Standard Change ✘ Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting ✘ Anything that the customer wants and is prepared to pay for ✔

To minimize adverse impacts on business operations ✘ To automatically detect service affecting Events ✘ The restore normal service operation as quickly as possible ✘

Informational, Scheduled, Normal ✘ Scheduled, Unscheduled, Emergency ✘ Informational, Warning, Exception ✘ Warning, Reactive, Proactive ✔