QUESTION 111
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
A. |
Service Strategy |
B. |
Continual Service Improvement |
C. |
Service Operation |
D. |
Service Design |
Correct Answer: B
QUESTION 112
Which process is responsible for low risk, frequently occurring, low cost change
s?
A. |
Demand management |
B. |
Incident management |
C. |
Release and deployment management |
D. |
Request fulfillment |
Correct Answer: D
QUESTION 113
Which one of the following does service metrics measure?
A. |
Functions |
B. |
Maturity and cost |
C. |
The end-to-end service |
D. |
Infrastructure availability |
Correct Answer: C
QUESTION 114
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
A. |
Training in risk management for all staff and identification of risks |
B. |
Identification of risk, analysis and management of the exposure to risk |
C. |
Control of exposure to risk and investment of capital |
D. |
Training of all staff and investment of capital |
Correct Answer: B
QUESTION 115
With which process is problem management likely to share categorization and impact coding systems?
A. |
Incident management |
B. |
Service asset and configuration management |
C. |
Capacity management |
D. |
IT service continuity management |
Correct Answer: A
QUESTION 116
Which process is responsible for ensuring that appropriate testing takes place?
A. |
Knowledge management |
B. |
Release and deployment management |
C. |
Service asset and configuration management |
D. |
Service level management |
Correct Answer: B
QUESTION 117
Which of the following statements MOST correctly identifies the scope of design coordination activities?
A. |
Only changes that introduce new services |
B. |
It is mandatory that all changes are subject to design coordination activity |
C. |
Only changes to business critical systems |
D. |
Any change that the organization believes could benefit |
Correct Answer: D
QUESTION 118
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
A. |
All of the above |
B. |
1 and 3 only |
C. |
1 and 2 only |
D. |
2 and 3 only |
Correct Answer: A
QUESTION 119
Which one of the following activities are carried out during the “Where do we want to be?” step of the continual service improvement (CSI) approach?
A. |
Implementing service and process improvements |
B. |
Reviewing measurements and metrics |
C. |
Creating a baseline |
D. |
Defining measurable targets |
Correct Answer: D
QUESTION 120
Which of the following is the best definition of service management?
A. |
The ability to keep services highly available to meet the business needs |
B. |
A set of specialized organizational capabilities for providing value to customers in the form of services |
C. |
A complete set of all the documentation required to deliver world class services to customers |
D. |
An internationally recognized methodology to provide valuable services to customers |
Correct Answer: B
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