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New EXIN,Inc ITILFND Exam Dumps Collection (Question 2 - Question 11)
Question No: 2
How should entries in the CSI register be categorized?
A. Based on priority, urgency and impact to the business and to all its stakeholders
B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term
C. Based on IT service name, cost to the business and expected outcomes to the customer
D. Based on best improvement opportunities in the organization to achieve a competitive advantage
Answer: B
Question No: 3
Where should all master copies of controlled software and documentation be stored?
A. In the definitive software library
B. In the definitive media library
C. In the definitive security library
D. In the definitive production library
Answer: B
Question No: 4
Which statements about best practice is MOST correct?
A. Customers are a source of best practice and will advise service providers how it should be
implemented
B. Internal experience is the only source of best practice because it is developed within the service
provider
C. ITIL is a source of best practice and is validated across a wide set of environments and situations
D. Suppliers are a source of best practice and they will improve the services delivered by a service
Provider
Answer: C
Question No: 5
What is used to control a process?
A. Inputs
B. Functions
C. Objectives
D. Stakeholders
Answer: C
Question No: 6
Which process works with change management to ensure only authorized components are used?
A. Knowledge management
B. Service portfolio management
C. Service asset and configuration management
D. Financial management for IT services
Answer: C
Question No: 7
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by problem management andis used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem management
Answer: C
Question No: 8
What should the IT service continuity process primarily support?
A. Critical IT processes
B. All the services in the service portfolio
C. Business continuity strategy
D. Mission critical services at peak business periods
Answer: C
Question No: 9
A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?
A. A functional escalation
B. A service level escalation
C. An incident resolution
D. A hierarchic escalation
Answer: D
Question No: 10
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
Question No: 11
Third parties responsible for supplying goods or services that are required to deliver IT services is a
description of which stakeholder?
A. External Customers
B. Suppliers
C. Operations
D. External Consultants
Answer: B
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