Exin ITIL Exam Questions Free Practice Test

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Questions # 81:

Which dimension of service management considers governance, management, and communication?

Options:

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Expert Solution

Questions # 82:

What do customer perceptions and business outcomes help to define?

Options:

The value of a service

Service metrics

The total cost of a service

Key performance indicators (KPIs)

Expert Solution

Questions # 83:

How does categorization of incidents assist the 'incident management' practice?

Options:

It determines the priority assigned to the incident

It determines how the service provider is perceived

It helps direct the incident to the correct support area

It ensures that incidents are resolved in timescales agreed with the customer

Expert Solution

Questions # 84:

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

Options:

'focus on value' guiding principle

service value system

'service request management' practice

four dimensions of service management

Expert Solution

Questions # 85:

Which guiding principle recommends assessing the current state and deciding what can be reused?

Options:

Focus on value

Start where you are

Collaborate and promote visibility

Progress iteratively with feedback

Expert Solution

Questions # 86:

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Options:

Problem management

Incident management

Deployment management

Supplier management

Expert Solution

Questions # 87:

What includes governance as a component?

Options:

Practices

The service value chain

The service value system

The guiding principles

Expert Solution

Questions # 88:

Which statement about change management is CORRECT?

Options:

It optimizes overall business risk

It optimizes financial exposure

It ensures that all changes are authorized by the change advisory board (CAB)

It ensures that service requests follow the normal change management process

Expert Solution

Questions # 89:

Which is intended to help an organization adopt and adapt ITIL guidance?

Options:

The four dimensions of service

Practices

The service value chain

The guiding principles

Expert Solution

Questions # 90:

Which statement about the automation of service requests is CORRECT?

Options:

Service requests that cannot be automated should be handled as incidents

Service requests and their fulfillment should be automated as much as possible

Service requests that cannot be automated should be handled as problems

Service requests and their fulfillment should be carried out by service desk staff without automation

Expert Solution

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