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New EXIN,Inc ITILFND Exam Dumps Collection (Question 3 - Question 12)
Question No: 3
How many people should be accountable for a process as defined in the RACI model
A. As many as necessary to complete the activity
B. Only one - the process owner
C. Two - the process owner and the process enactor
D. Only one - the process architect
Answer: B
Topic 9, Technology and Architecture
Question No: 4
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
A. 1,2 and 3 only
B. All of the above
C. 1 and 3 only
D. 2 and 4 only
Answer: A
Question No: 5
What is the PRIMARY process for strategic communication with the service provider's customers?
A. Service catalogue management
B. Service portfolio management
C. Service desk
D. Business relationship management
Answer: D
Question No: 6
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Answer: D
Topic 10, New Questions
198.What is defined as "any change of state that has significance for the management of an IT service"?
A. A request for change
B. An incident
C. A problem
D. An event
Question No: 7
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
A. Local
B. Centralized
C. Outsourced
D. Virtual
Answer: C
Question No: 8
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
A. 2 and 3 only
B. 2 and 4 only
C. 1 and 3 only
D. All of the above
Answer: D
Question No: 9
What are the categories of events described in the ITIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
Answer: C
Question No: 10
Which two elements of financial management for IT services are mandatory?
A. Budgeting and charging
B. Accounting and charging
C. Budgeting and accounting
D. Costing and charging
Answer: C
Question No: 11
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
A. Service level management
B. Financial management
C. Demand management
D. Risk management
Answer: B
Question No: 12
Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling of all changes
B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
Answer: D
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