Exin ITIL Foundation v.3 Set 8

1.

What type of improvement should be achieved by using the Deming Cycle?

Rapid, one-off improvement Return on investment within 12 months Quick wins Steady, ongoing improvement

2.

Which of the following is the Goal of Service Level Management?

To carry out the Service Operations activities needed to support current IT services To ensure that sufficient capacity is provided to deliver the agreed performance of services To create and populate a Service Catalogue To ensure that an agreed level of IT service is provided for all current IT services

3.

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

Service Level Management Change Management Incident Management Service Asset and Configuration Management

4.

What is the Service Pipeline?

All services that are at a conceptual or development stage All services except those that have been retired All services that are contained within the Service Level Agreement (SLA) All complex multi-user services

5.

Which of the following statements is CORRECT?

IT Service Continuity Management can only take place once Business Continuity Management has been established Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management Business Continuity Management and IT Service Continuity Management must be established at the same time IT Service Continuity Management is not required when IT is outsourced to a third party provider

6.

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

The Asset Register The Service Knowledge Management System The Known Error Database The Information Management System

7.

In which of the following should details of a workaround be documented?

The Service Level Agreement (SLA) The Problem Record The Availability Management Information System The IT Service Continuity Plan

8.

What are Request Models used for?

Capacity Management Modelling arrival rates and performance characteristics of service requests Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote Identifying frequently received user requests and defining how they should be handled

9.

Consider the following list: 1) Change Authority 2) Change Manager 3) Change Advisory Board (CAB) What are these BEST described as?

Job descriptions Functions Teams Roles, people or groups

10.

Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

The SLA covers one service, for all the customers of that service The SLA covers an individual customer group for all services they use An SLA that covers all customers for all services An SLA for a service with no customers

Exin ITIL Foundation v.3 Set 8

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Exin ITIL Foundation v.3 Set 8

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