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New EXIN,Inc ITILFND Exam Dumps Collection (Question 10 - Question 18)

Q10. Which is a reason why incident management interfaces with service level management?

A. To ensure that problem records are circulated to all customers

B. To ensure that the status of faulty configuration items (CI) is recorded

C. To ensure that incident resolution times are aligned with business needs

D. To ensure that incident workarounds are acceptable to the customers

Answer: C


Q11. What is a characteristic of a process?

A. It requires a specific tool

B. It is performance driven and measureable

C. It provides generic technical skills and resources

D. It does not react to a specific trigger

Answer: B


Q12. 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


Q13. Which groups of people would work according to an operational level agreement?

A. Business units

B. All stakeholders

C. External IT teams

D. Internal IT teams

Answer: D


Q14. Which is an objective of the design coordination process?

A. To ensure service design packages are handed over to service transition

B. To ensure that all changes are assessed for their impact on service designs

C. TO document the initial structure and relationship between services and customers

D. TO handover new service level requirements to the service level management process

Answer: A


Q15. 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


Q16. What is the CORRECT definition of service management?

A. A set of specialised assets for transitioning services into the live operational environment

B. A set of specialised organisational capabilities for delivering value to customers in the form of

services

C. A group of events that meet the demand from customers for services that they receive

D. A group of people that manages services to fulfil the needs of users and customers

Answer: B


Q17. Which lifecycle stage defines how value is created and delivered?

A. Service design

B. Service strategy

C. Continual service improvement

D. Service operation

Answer: B

Explanation: The objectives of service strategy includes :

u2711 An understanding of what strategy is.

u2711 A clear identification of the definition of services and the customers who use them.

u2711 The ability to define how value is created and delivered.

u2711 Means to identify opportunities to provide services and how to exploit them.

u2711 A clear service provision model that articulates how services will be delivered and funded as well as to whom they will be delivered and for what purpose.


Q18. What is the primary focus of component capacity management?

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity

of the live,

operational IT services

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Answer: C


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