Exin ITIL-Foundation Exam Dumps

Which is responsible for the production of the service design package (SDP)? 

A. Service portfolio management   
B. Service catalogue management   
C. Design coordination   
D. Service design   

Answer: D

Which function is responsible for the closure of an incident record? 

A.  Event management
B. The service desk   
C. Either the service desk or an appropriate third party engineer   
D. Any appropriate function   

Answer: B

How are groups, teams, departments and divisions classified? 

A. Processes  
B. Functions  
C. Roles  
D. Technicians  

Answer: B

A. An organization supplying services to only external customers.   

B. The customer of an IT Service provider who defines and agrees the service targets.   
C. The implementation and management of quality IT services that meet business needs.   
D. The resources that are utilized to provide value to customers through services.   

Answer: C

An incident is proving difficult to resolve. A technician informs their manager that more resource isneeded to restore the service.What has taken place?

A. A functional escalation   
B. A service level escalation   
C. An incident resolution   
D. A hierarchic escalation   

Answer: D

Which process monitors and improves the performance of the servicetransition stage of the service lifecycle? 

A. Transition planning and support   
B. Design co-ordination   
C. Change management   
D.  Service transition management

Answer: A

Which process has the following objective 'Establish new or changed services into supportedenvironments 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

Which of the following areCORRECTService Design Aspects?1) Service Solutions for new or changed services2) Management policies and guidelines3) Business requirements technology and management architectures4) Process requirements technology and management architectures

A. 1 and 2   
B. 2 and 3   
C. 3 and 4   
D. 1 and 4   

Answer: D

Can service operation improve efficiency in the business operation by automating common routines? 

A. No,automating common routines improves effectiveness but not efficiency  
B. Yes, through automating common routines and introducing the service knowledge management System (SKMS)  
C. Yes, through automating common routines, more productive work can be carried out   
D. No, automating common routines only results in preventing common problems   

Answer: B

How shouldentries 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 servicename, 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

Which process isresponsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

A. Service level management   
B. Change management   
C. Incident management   
D. Service asset and configuration management   

Answer: D

WhatBESTdescribes the value of service design to the business? 

A. It supports the creation of a portfolio of quantified services   
B. Itreduces total cost of ownership (TCO) of services   
C. It improves the control ofservice assets and configurations   
D. It provides quick and effective access to standard services   

Answer: B

Which of the followingBESTdescribes a service level agreement (SLA.? 

A. Awritten agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
B. A partnership developed between the IT service provider and the customer, so that a mutually beneficialagreement is reached
C. The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise   
D. An agreement between an IT service provider and another part of the same organization that assists withthe provision of services   

Answer: A

Which groups of people would work according to an operational levelagreement? 

A. Business units   
B. All stakeholders   
C. External IT teams   
D. Internal  

Answer: D

Which describes an interface of incident management with service level management?

A. Incident workarounds   
B. Creating a problem record   
C. Incident response times   
D. The status of faulty Cis   

Answer: C

. Which is theCORRECTdescription of an outcome? 

A. The result of carrying out an activity, following a process, or delivering an IT service   
B. The inputs that trigger an action for an activity, process or IT service   
C. The predictionof the future demand requirements for an activity, process or IT service   
D. The design and development of the activities that make up a process or IT service   

Answer: A

WhatBESTdescribes the value of service operation to the business? 

A. It supports the creation of a portfolio of quantified services   
B. It ensures IT services are continuously aligned to business requirements   
C. It defines the control of service assets and configurations
D. It reduces the duration and frequency of service outages   

Answer: D

Which statement about service review meetings isFALSE? 

A. Actions from servicereview meetings should only be assigned to the service provider   
B. Meetings should be held on a regular basis to review service achievement   
C. Issues for the upcoming period should be discussed at the meetings   
D. Progress and success of the service improvement programme (SIP) should be reviewed   

Answer: A

Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?

A. External Customers   
B. Suppliers  
C. Operations  
D. External Consultants   

Answer: B

Which is the correct combination of items that makes up an IT service? 

A. Customers, providers and documents   
B. Information technology, people and processes   
C. Information technology, networks and people   
D. People, process and customers   

Answer: B