Exin ITIL Foundation v.3

1.

Which of the following models would be MOST useful in helping to define an organizational structure?

RACI model Service Model Continual Service improvement (CSI) model. The Deming Cycle

2.

Which of these statements about Service Desk staff is CORRECT?

Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

3.

Which of the following questions does Service Strategy help answer with its guidance? 1. How do we prioritize investments across a portfolio? 2. What services to offer and to whom? 3. What are the Patterns of Business Activity (PBA)?

3 only 1 only 2 only All of the above

4.

Effective release and deployment management enables the service provider to add value to the business by?

Ensuring that all assets are accounted for Ensures that the fastest servers are purchased Delivering change, faster and at optimum cost and minimized risk Verifying the accuracy of all items in the configuration management database

5.

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Each stage should be carried out once in the order Plan-Do-Check-Act There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement The entire cycle should be repeated multiple times to implement Continual Improvement

6.

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"?

Service Strategy Service Design Service Operation Service Transition

7.

Which of the following are responsibilities of a Service Level Manager? 1. Agreeing targets in Service Level Agreements 2. Designing the service so it can meet the targets 3. Ensuring all needed contracts and agreements are in place

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

8.

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/toolsAdministrator Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial AssetManager

9.

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

Only manage Incidents effectively through 1st and 2nd line Only manage Incidents effectively through the 1st line Only manage Incidents effectively at the 3rd line Manage Incidents effectively through 1st, 2nd and 3rd line

10.

Which of the following statements is CORRECT?

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

Exin ITIL Foundation v.3

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Congratulations

COMPANY

Products

OTHERS

Partner

Exin ITIL Foundation v.3

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Congratulations

Detail Form

COMPANY

Products

OTHERS

Partner