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EXIN ITILF Exam Practice Questions (P. 1)

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Question #1
Which process is responsible for managing relationships with vendors?
  1. A
    Change management
  2. B
    Service portfolio management
  3. C
    Supplier management
  4. D
    Continual service improvement

Correct Answer:
C

Question #2
Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
  1. A
    1, 2 and 4 only
  2. B
    2, 3 and 4 only
  3. C
    1, 3 and 4 only
  4. D
    1, 2 and 3 only

Correct Answer:
A

Question #3
What are the categories of event described in the UIL service operation book?
  1. A
    Informational, scheduled, normal
  2. B
    Scheduled, unscheduled, emergency
  3. C
    Informational, warning, exception
  4. D
    Warning, reactive, proactive

Correct Answer:
C

Question #4
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
  1. A
    Employers
  2. B
    Stakeholders
  3. C
    Regulators
  4. D
    Accreditors

Correct Answer:
B

Question #5
Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
  1. A
    1 and 2 only
  2. B
    2 and 3 only
  3. C
    1 and 3 only
  4. D
    All of the above

Correct Answer:
B

Question #6
What is the name of the group that should review changes that must be implemented faster than the normal change process?
  1. A
    Technical management
  2. B
    Emergency change advisory board
  3. C
    Urgent change board
  4. D
    Urgent change authority

Correct Answer:
B

Question #7
Which of the following is NOT an objective of service transition?
  1. A
    To ensure that a service can be operated, managed and supported
  2. B
    To provide training and certification in project management
  3. C
    To provide quality knowledge and information about services and service assets
  4. D
    To plan and manage the capacity and resource requirements to manage a release

Correct Answer:
B

Question #8
Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
  1. A
    1 and 3 only
  2. B
    All of the above
  3. C
    1 and 2 only
  4. D
    2 and 3 only

Correct Answer:
B

Question #9
The BEST description of an incident is:
  1. A
    An unplanned disruption of service unless there is a backup to that service
  2. B
    An unplanned interruption to service or a reduction in the quality of service
  3. C
    Any disruption to service whether planned or unplanned
  4. D
    Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Correct Answer:
B

Question #10
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
  1. A
    Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
  2. B
    Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
  3. C
    Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
  4. D
    What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Correct Answer:
D

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