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EXIN ITILF Exam Practice Questions (P. 2)

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Question #11
When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
  1. A
    2 only
  2. B
    1 only
  3. C
    Neither of the above
  4. D
    Both of the above

Correct Answer:
D

Question #12
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
  1. A
    The change authorization board
  2. B
    The change advisory board
  3. C
    The change implementer
  4. D
    The change manager

Correct Answer:
B

Question #13
Which process is responsible for discussing reports with customers showing whether services have met their targets?
  1. A
    Continual service improvement
  2. B
    Change management
  3. C
    Service level management
  4. D
    Availability management

Correct Answer:
C

Question #14
What do customer perceptions and business outcomes help to define?
  1. A
    The value of a service
  2. B
    Governance
  3. C
    Total cost of ownership (TCO)
  4. D
    Key performance indicators (KPIs)

Correct Answer:
A

Question #15
Which of the following are basic concepts used in access management?
  1. A
    Personnel, electronic, network, emergency, identity
  2. B
    Rights, access, identity, directory services, service/service components
  3. C
    Physical, personnel, network, emergency, service
  4. D
    Normal, temporary, emergency, personal, group

Correct Answer:
B

Question #16
Which of these statements about resources and capabilities is CORRECT?
  1. A
    Resources are types of service asset and capabilities are not
  2. B
    Resources and capabilities are both types of service asset
  3. C
    Capabilities are types of service asset and resources are not
  4. D
    Neither capabilities nor resources are types of service asset

Correct Answer:
B

Question #17
Within service design, what is the key output handed over to service transition?
  1. A
    Measurement, methods and metrics
  2. B
    Service design package
  3. C
    Service portfolio design
  4. D
    Process definitions

Correct Answer:
B

Question #18
What should a service always deliver to customers?
  1. A
    Applications
  2. B
    Infrastructure
  3. C
    Value
  4. D
    Resources

Correct Answer:
C

Question #19
Which process is responsible for the availability, confidentiality and integrity of data?
  1. A
    Service catalogue management
  2. B
    Service asset and configuration management
  3. C
    Change management
  4. D
    Information security management

Correct Answer:
D

Question #20
Availability management is directly responsible for the availability of which of the following?
  1. A
    IT services and components
  2. B
    IT services and business processes
  3. C
    Components and business processes
  4. D
    IT services, components and business processes

Correct Answer:
A

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