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New EXIN,Inc ITILFND Exam Dumps Collection (Question 7 - Question 16)

Q7. Which of the following is best definition of IT service management?

A. An internal service provider that is embedded within a business unit

B. A complete set of all the documentation required to deliver world class services to customers

C. Technical implementation of supporting IT infrastructure components

D. The implementation and management of quality IT services that meet business needs

Answer: D

Q8. Which of the following statements about standard changes are CORRECT?

1. The approach is pre-authorized

2. The risk is usually low and well understood

3. Details of the change will be recorded

4. Some standard changes will be triggered by the request fulfillment process

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

Answer: D

Q9. Which one of the following would NOT be defined as part of every process?

A. Roles

B. Inputs and outputs

C. Functions

D. Metrics

Answer: C

Q10. What are underpinning contracts used to document?

A. The provision of IT services or business services by a service provider

B. The provision of goods and services by third party suppliers

C. Service levels that have been agreed between the internal service provider and their customer

D. Metrics and critical success factors (CSFs) for internal support teams

Answer: B

Q11. Which one of the following is the BEST definition of an event?

A. Any change of state that has significance for the management of a configuration item (CI) or IT service

B. An unplanned interruption to an IT service or a reduction in the quality of an IT service

C. The unknown cause of one or more incidents that have an impact on an IT service

D. Reducing or eliminating the cause of an incident or problem

Answer: A

Q12. Which of the following is NOT a source of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

Answer: B

Topic 2, The Service Lifecycle

26.Which of the following is NOT an objective of service transition?

A. To ensure that a service can be managed, operated and supported

B. To provide training and certification in project management

C. To provide quality knowledge and information about services and service assets

D. To plan and manage the capacity and resource requirements to manage a release

Q13. Which one of the following is NOT a characteristic of a process?

A. It is measurable

B. It delivers specific results

C. It responds to specific events

D. It structures an organization

Answer: D

Q14. What should a service always deliver to customers?

A. Applications

B. Infrastructure

C. Value

D. Resources

Answer: C

Q15. A known error has been created after diagnosis of a problem was complete but before a

workaround has been found. Is this a valid approach?

A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so

B. No: the Known Error should be created before the problem is logged

C. No: a known error record is created when the original incident is raised

D. No: a known error record should be created with the next release of the service

Answer: A

Q16. A Service design package (SDP) would normally be produced for which of the following?

1. A new IT service

2. A major change to an IT service

3. An emergency change to an IT service

4. An IT service retirement

A. 2, 3 and 4 only

B. 1, 2 and 4 only

C. None of the above

D. All of the above

Answer: B

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