Improve EXIN,Inc ITILFND - An Overview 8 to 17

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New EXIN,Inc ITILFND Exam Dumps Collection (Question 8 - Question 17)

Question No: 8

Which is an example of an internal customer?

A. A customer who has a contract with an internet service provider for a broadband connection

B. The HR department whose payroll service is provided by their organizationu2021s IT department

C. An IT department that uses a network service obtained from a supplier

D. A retail bank that outsources its infrastructure to athird-party supplier

Answer: B


Question No: 9

What does the term u201cWisdomu201d represent within the Data-to-Information-to-Knowledge-to- Wisdom (DIKW)?

A. The complete collection of all data and data repositories in the organization

B. The knowledge to manage organization processes and people

C. The complete collection of all process management structures in the organization

D. The contextual awareness to provide strong common sense judgement

Answer: D


Question No: 10

The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?

A. Customer assets

B. Customer perceptions

C. Business activity

D. Business vision

Answer: D


Question No: 11

What does the continual service improvement (CSI) approach enable a business to achieve?

A. It keeps the communication going within the business.

B. It helps the business in making decisions on improvement initiatives.

C. It helps the stakeholders understand their customers.

D. It dictates the way the business interacts with external suppliers.

Answer: C


Question No: 12

Which statement about stakeholders is TRUE?

A. Customers, users and suppliers are examples of stakeholders who are can be external to the service

provider organization

B. External customers are those who work for the same organization as the IT service provider

C. Internal customers are always charged for the IT services they receive from the IT

service provider organization

D. Internal customers purchase services from third party suppliers by means of a legally binding contract

or agreement

Answer: A


Question No: 13

Which statement is CORRECT?

A. The configuration management system is part of the known error database

B. The service knowledge management system is part of the configuration management system.

C. The configuration management system is part of the service knowledge management system.

D. The configuration management system is part of the configuration management database.

Answer: C


Question No: 14

What BEST describes the customers and users of an IT service provider?

A. Customers buy IT services; users use IT services

B. Customers design IT services; users test IT services

C. Customers sell IT services; users improve IT services

D. Customers agree the service levels; users buy IT services

Answer: A


Question No: 15

Which Functions are included in IT operations management?

A. Network management and application management

B. Technical management and change management

C. IT operations control and facilities management

D. Facilities management and release management

Answer: C


Question No: 16

What term describes assurance that a product or service will meet its agreed requirements?

A. Underpinning contract

B. Warranty

C. Service level agreement

D. Utility

Answer: B

Explanation: Warranty: is fit for use; how the service is delivered; assurance that a product or service will meet its agreed requirements for availability, capacity, security, continuity References:- https://www.quia.com/jg/2634480list.htmlhttps://itilblues.wordpress.com/2007/12/14/itil-v3-utility-and-warranty-two-sides-of-the-same-coin/


Question No: 17

Which statement is CORRECT?

A. A function is a set of responsibilities allocated to a service manager

B. A process is a team or group of people and the tools they use to perform one or more activities

C. A function is a set of specialised organisational capabilities

D. A process is a structured set of activities designed to accomplish a specific objective

Answer: D


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