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New EXIN,Inc ITILFND Exam Dumps Collection (Question 3 - Question 12)
Q1. What is the BEST description of the CSI register?
A. It is a record of all authorised changes and their planned implementation dates
B. It is a record of proposed improvement opportunities and the benefits that will be achieved
C. It is a record of new services to be approved by a customer, including proposed implementation dates
D. It is a record of completed improvements and the relevant customer satisfaction metric
Answer: B
Q2. What is the best description of an external customer?
A. Someone who works in the same organization but in a different business unit to the service provider
B. Anyone who gets charged for the delivered services
C. Customers who are not part of the same organization as the service provider
D. Customers for whom the cost of the service is the primary driver
Answer: C
Q3. . Which is the CORRECT description of an outcome?
A. The result of carrying out an activity, following a process, or delivering an IT service
B. The inputs that trigger an action for an activity, process or IT service
C. The prediction of the future demand requirements for an activity, process or IT service
D. The design and development of the activities that make up a process or IT service
Answer: A
Q4. What BEST defines roles and responsibilities in relation to process and activities?
A. Human resource model
B. Configuration baseline
C. Service model
D. RACI matrix
Answer: D
Q5. What is a change of state that has significance for the management of a configuration item (CI)
called?
A. An event
B. A baseline
C. A change to a service level agreement
D. A request for change (RFC.
Answer: A
Q6. 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
Q7. What BEST describes the value of continual service improvement to the business?
A. It supports the creation of a portfolio of quantified services
B. It results in gradual improvement in cost effectiveness
C. It improves governance by building controls into service designs
D. It provides quick and effective access to standard services
Answer: B
Q8. What BEST describes the value of service transition to the business?
A. It supports the creation of a catalogue of services
B. It leads to gradual and continual improvement in service quality
C. It provides quick and effective access to standard services
D. It results in higher volumes of successful change
Answer: D
Q9. What BEST describes the value of service design to the business?
A. It supports the creation of a portfolio of quantified services
B. It reduces total cost of ownership (TCO) of services
C. It improves the control of service assets and configurations
D. It provides quick and effective access to standard services
Answer: B
Q10. What should be documented as part of every process?
A. The process owner, process policy and set of process activities
B. The service owner, service level agreement and set of process procedures
C. The policy owner, operational level agreement and set of process steps
D. The service manager, service contract and set of work instructions
Answer: A
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