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New EXIN,Inc ITILFND Exam Dumps Collection (Question 3 - Question 12)
Q1. Which role is responsible for sponsoring, designing and change managing a process and its metrics?
A. The process practitioner
B. The process owner
C. The service owner
D. The process manager
Answer: B
Q2. Which is an objective of the design coordination process?
A. To ensure service design packages are handed over to service transition
B. To ensure that all changes are assessed for their impact on service designs
C. TO document the initial structure and relationship between services and customers
D. TO handover new service level requirements to the service level management process
Answer: A
Q3. What is a characteristic of a process?
A. It requires a specific tool
B. It is performance driven and measureable
C. It provides generic technical skills and resources
D. It does not react to a specific trigger
Answer: B
Q4. Which is a supplier category?
A. Technical
B. Commodity
C. Customer
D. Resource
Answer: D
Q5. Which statement is CORRECT?
A. The configuration management system is part of the known error database
B. The service knowledge management system is part of the configuration management system.
C. The configuration management system is part of the service knowledge management system.
D. The configuration management system is part of the configuration management database.
Answer: C
Q6. Which process has the following objective 'Establish new or changed services into supported
environments within the predicted cost, time and resource estimates'?
A. Service strategy
B. Service transition planning and support
C. Service level management
D. Change management
Answer: B
Q7. Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business
requirements?
A. Service transition
B. Service design
C. Service operation
D. Service configuration
Answer: B
Q8. 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
Answer: B
Q9. Which is the BEST definition of a supplier?
A. It is a third party responsible for supplying goods or services that are required to deliver IT services
B. It is a shared services unit that is responsible for supplying goods or services that are required to
deliver IT services
C. It is a third party with responsibility for supplying goods or services that is agreed through an
operational level agreement
D. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
Answer: D
Q10. What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?
A. Centralized Service desk
B. Virtual Service desk
C. Local service desk
D. Specialized service desk
Answer: B
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