Exin ITILA Foundation Set 3

1.

Which one of the following is the BEST definition of the term service management?

A set of specialized organizational capabilities for providing value to customers in the form of services A group of interacting, interrelated, or independent components that form a unified whole, operatingtogether for a common purpose The management of functions within an organization to perform certain activities Units of organizations with roles to perform certain activities

2.

Which of the following is NOT a valid objective of problem management?

To prevent problems and their resultant Incidents To manage problems throughout their lifecycle To restore service to a user To eliminate recurring incidents

3.

Which one of the following is an objective of service catalogue management?

Negotiating and agreeing service level agreement Negotiating and agreeing operational level agreements Ensuring that the service catalogue is made available to those approved to access it Only ensuring that adequate technical resources are available

4.

Which of the following statements BEST describes the aims of release and deployment management?

To build, test and deliver the capability to provide the services specified by service design To ensure that each release package specified by service design consists of a set of related assets andservice components To ensure that all changes can be tracked, tested and verified if appropriate To record and manage deviations, risks and issues related to the new or changed service

5.

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Implementing service and process improvements Reviewing measurements and metrics Creating a baseline Defining measurable targets

6.

Which one of the following can help determine the level of impact of a problem?

Definitive media library (DML) Configuration management system (CMS) Statement of requirements (SOR) Standard operating procedures (SOP)

7.

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

Training in risk management for all staff and identification of risks Identification of risk, analysis and management of the exposure to risk Control of exposure to risk and investment of capital Training of all staff and investment of capital

8.

Which of the following is an enabler of best practice?

Standards Technology Academic research Internal experience

9.

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 new or changed services The design of market spaces The design of the technology architectures

10.

Where would you expect incident resolution targets to be documented?

A service level agreement (SLA) A request for change (RFC) The service portfolio A service description

Exin ITILA Foundation Set 3

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Exin ITILA Foundation Set 3

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