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New EXIN,Inc ITILFND Exam Dumps Collection (Question 9 - Question 18)

Q1. Which statements about best practice is MOST correct?

A. Customers are a source of best practice and will advise service providers how it should be

implemented

B. Internal experience is the only source of best practice because it is developed within the service

provider

C. ITIL is a source of best practice and is validated across a wide set of environments and situations

D. Suppliers are a source of best practice and they will improve the services delivered by a service

Provider

Answer: C

Q2. Which is a supplier category?

A. Technical

B. Commodity

C. Customer

D. Resource

Answer: D

Q3. Which one of the following generates demand for services?

A. Infrastructure trends

B. Patterns of business activity (PBA.

C. Cost of providing support

D. Service level agreements (SLA.

Answer: B

Q4. What is the BEST description of the CSI register?

A. It is a record of all authorised changes and their planned implementation dates

B. It is a record of proposed improvement opportunities and the benefits that will be achieved

C. It is a record of new services to be approved by a customer, including proposed implementation dates

D. It is a record of completed improvements and the relevant customer satisfaction metric

Answer: B

Q5. How should entries in the CSI register be categorized?

A. Based on priority, urgency and impact to the business and to all its stakeholders

B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term

C. Based on IT service name, cost to the business and expected outcomes to the customer

D. Based on best improvement opportunities in the organization to achieve a competitive advantage

Answer: B

Q6. Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?

A. Business capacity management

B. Supplier capacity management

C. Service capacity management

D. Component capacity management

Answer: A

Q7. What is a change of state that has significance for the management of a configuration item (CI)

called?

A. An event

B. A baseline

C. A change to a service level agreement

D. A request for change (RFC.

Answer: A

Q8. Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level management

B. Supplier management and change management

C. Availability management and service level management

D. Supplier management and availability management

Answer: A

Q9. Which process has the following objective 'Establish new or changed services into supported

environments within the predicted cost, time and resource estimates'?

A. Service strategy

B. Service transition planning and support

C. Service level management

D. Change management

Answer: B

Q10. Which service lifecycle stage supports the creation of a portfolio of quantified services?

A. Service strategy

B. Service design

C. Service level management

D. Service operation

Answer: A

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