Exin ITIL-Foundation Exam Dumps

Exin ITIL-Foundation Sample Question Answers

Question # 1

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   

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Question # 2

Which function is responsible for the closure of an incident record? 

A.  Event management
B. The service desk   
C. Either the service desk or an appropriate third party engineer   
D. Any appropriate function   

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Question # 3

How are groups, teams, departments and divisions classified? 

A. Processes  
B. Functions  
C. Roles  
D. Technicians  

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Question # 4

A. An organization supplying services to only external customers.   

B. The customer of an IT Service provider who defines and agrees the service targets.   
C. The implementation and management of quality IT services that meet business needs.   
D. The resources that are utilized to provide value to customers through services.   

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Question # 5

An incident is proving difficult to resolve. A technician informs their manager that more resource isneeded to restore the service.What has taken place?

A. A functional escalation   
B. A service level escalation   
C. An incident resolution   
D. A hierarchic escalation   

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Question # 6

Which process monitors and improves the performance of the servicetransition stage of the service lifecycle? 

A. Transition planning and support   
B. Design co-ordination   
C. Change management   
D.  Service transition management

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Question # 7

Which process has the following objective 'Establish new or changed services into supportedenvironments within the predicted cost, time and resource estimates'?

A. Service strategy   
B. Service transition planning and support   
C. Service level management
D. Change management   

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Question # 8

Which of the following areCORRECTService Design Aspects?1) Service Solutions for new or changed services2) Management policies and guidelines3) Business requirements technology and management architectures4) Process requirements technology and management architectures

A. 1 and 2   
B. 2 and 3   
C. 3 and 4   
D. 1 and 4   

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Question # 9

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   

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Question # 10

How shouldentries 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 servicename, cost to the business and expected outcomes to the customer   
D. Based on best improvement opportunities in the organization to achieve a competitive advantage   

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Question # 11

Which process isresponsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

A. Service level management   
B. Change management   
C. Incident management   
D. Service asset and configuration management   

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Question # 12

WhatBESTdescribes the value of service design to the business? 

A. It supports the creation of a portfolio of quantified services   
B. Itreduces total cost of ownership (TCO) of services   
C. It improves the control ofservice assets and configurations   
D. It provides quick and effective access to standard services   

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Question # 13

Which of the followingBESTdescribes a service level agreement (SLA.? 

A. Awritten agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
B. A partnership developed between the IT service provider and the customer, so that a mutually beneficialagreement is reached
C. The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise   
D. An agreement between an IT service provider and another part of the same organization that assists withthe provision of services   

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Question # 14

Which groups of people would work according to an operational levelagreement? 

A. Business units   
B. All stakeholders   
C. External IT teams   
D. Internal  

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Question # 15

Which describes an interface of incident management with service level management?

A. Incident workarounds   
B. Creating a problem record   
C. Incident response times   
D. The status of faulty Cis   

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Question # 16

. Which is theCORRECTdescription 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 predictionof 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   

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Question # 17

WhatBESTdescribes the value of service operation to the business? 

A. It supports the creation of a portfolio of quantified services   
B. It ensures IT services are continuously aligned to business requirements   
C. It defines the control of service assets and configurations
D. It reduces the duration and frequency of service outages   

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Question # 18

Which statement about service review meetings isFALSE? 

A. Actions from servicereview meetings should only be assigned to the service provider   
B. Meetings should be held on a regular basis to review service achievement   
C. Issues for the upcoming period should be discussed at the meetings   
D. Progress and success of the service improvement programme (SIP) should be reviewed   

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Question # 19

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   

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Question # 20

Which is the correct combination of items that makes up an IT service? 

A. Customers, providers and documents   
B. Information technology, people and processes   
C. Information technology, networks and people   
D. People, process and customers   

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Question # 21

Which document shows a detailed analysis of business impact and benefits? 

A. A return on investment   
B. Service level requirements   
C. A business case   
D. A service level agreement   

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Question # 22

What BEST describes an important principle of communication in service operation? 

A. It is efficient, effective andeconomical for all IT services.   
B. It has an intended purpose or a resultant action.   
C. It focuses on creating a relationship between processes and products.   
D. It has responsibility for creating policies.   

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Question # 23

The configuration management system is part of which system? 

A. The availability management information system   
B. The capacity management information system   
C. The information securitymanagement system   
D. The service knowledge management system   

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Question # 24

Where should incidentresolution targets to be documented? 

A. A service level agreement (SLA.   
B. A request for change (RFC.   
C. The service portfolio   
D. A service description   

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Question # 25

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   

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Question # 26

What is theBESTdescription 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 implementationdates   
D. It is a record of completed improvements and the relevant customer satisfaction metric   

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Question # 27

Which one of the following generates demand for services? 

A. Infrastructure trends   
B. Patterns of business activity (PBA.   
C. Cost of providing support   
D. Service levelagreements (SLA.   

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Question # 28

Which of the following in NOT an objectives of the operationsmanagement function?

A. Swift application of skills to diagnose any IT Operations failures that occur   
B. Delivering Operational improvements to achieve reduced costs.   
C. Management of the definitive media library (DML)   
D. Maintenance of status quo toachieve stability of day to day processes and activities   

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Question # 29

WhatBESTdescribes the value of service strategy to the business? 

A. It supports thecreation of a portfolio of quantified services   
B. It reduces the effort spent on managing test and pilot environments   
C. It improves the control of service assets and configurations   
D. It provides quick and effective access to standard services   

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