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New EXIN,Inc ITILFND Exam Dumps Collection (Question 7 - Question 16)
Question No: 7
Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
A. 2 and 3 only
B. 1 and 3 only
C. 2 and 4 only
D. All of the above
Answer: D
Question No: 8
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
Answer: A
Question No: 9
Which one of the following does service metrics measure?
A. Functions
B. Maturity and cost
C. The end-to-end service
D. Infrastructure availability
Answer: C
Question No: 10
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
Answer: B
Question No: 11
Which of the following is an enabler of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
Answer: B
Question No: 12
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: 13
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Answer: A
Question No: 14
Which one of the following is NOT a characteristic of a process?
A. It is measurable
B. It delivers specific results
C. It responds to specific events
D. It structures an organization
Answer: D
Question No: 15
A known error has been created after diagnosis of a problem was complete but before a
workaround has been found. Is this a valid approach?
A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
B. No: the Known Error should be created before the problem is logged
C. No: a known error record is created when the original incident is raised
D. No: a known error record should be created with the next release of the service
Answer: A
Question No: 16
Which one of the following would NOT be defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
Answer: C
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