Pass the Exin Exin-ITIL ITIL-F Questions and answers with CertsForce

IT services and components

IT services and business processes

Components and business processes

IT services, components and business processes

Provide overall planning for service transitions and co-ordinate the resources they require

Ensure that all service transitions are properly authorized

Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

To define testing scripts to ensure service transitions are unlikely to ever fail

Informational, scheduled, normal

Scheduled, unscheduled, emergency

Informational, warning, exception

Warning, reactive, proactive

Incidents can only be reported by users

Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

All calls to the service desk must be logged as incidents

Incidents reported by technical staff must also be logged as problems

Knowledge management

Release and deployment management

Service asset and configuration management

Service level management

Intrusion detection

Recording and monitoring environmental conditions in the data centre

Recording service desk staff absence

Monitoring the status of configuration items

To provide information to users about what services are available and how to request them

To update the service catalogue with services that may be requested through the service desk

To provide a channel for users to request and receive standard services

To source and deliver the components of standard services that have been requested

Personnel, electronic, network, emergency, identity

Rights, access, identity, directory services, service/service components

Physical, personnel, network, emergency, service

Normal, temporary, emergency, personal, group

Prioritizing conflicts for service transition resources

Coordinating the efforts required to manage multiple simultaneous transitions

Maintaining policies, standards and models for service transition activities and processes

Detailed planning of the build and test of individual changes

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