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New EXIN,Inc ITILFND Exam Dumps Collection (Question 6 - Question 15)
Question No: 6
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, problems
C. People, process, products, partners
D. People, products, perspective, partners
Answer: C
Question No: 7
In which of the following should details of a workaround be documented?
A. The service level agreement (SLA)
B. The problem record
C. The availability management information system
D. The IT service continuity plan
Answer: B
Question No: 8
Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
Answer: D
Question No: 9
Which of the following is NOT an objective of Continual Service Improvement?
A. Review and analyze Service Level Achievement results
B. Identify activities to improve the efficiency of service management processes
C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D. Conduct activities to deliver and manage services at agreed levels to business users
Answer: D
Question No: 10
Which of the following is NOT one of the five individual aspects of service design?
A. The design of the service portfolio, including the service catalogue
B. The design of new or changed services
C. The design of market spaces
D. The design of the technology architectures
Answer: C
Question No: 11
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
Answer: B
Question No: 12
What are customers of IT services who work in the same organization as the service provider known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
Answer: D
Question No: 13
In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
A. Both of the above
B. Neither of the above
C. Option 1 only
D. Option 2 only
Answer: A
Question No: 14
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Answer: D
Question No: 15
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
A. Do
B. Perform
C. Implement
D. Measure
Answer: A
Topic 4, Key Principles and Models
80.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
Answer: D
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