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New EXIN,Inc ITILFND Exam Dumps Collection (Question 6 - Question 15)
Question No: 6
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service design
B. Service transition
C. Continual service improvement
D. Service operation
Answer: A
Question No: 7
Which of the following statements BEST describes the aims of release and deployment management?
A. To build, test and deliver the capability to provide the services specified by service design
B. To ensure that each release package specified by service design consists of a set of related assets and service components
C. To ensure that all changes can be tracked, tested and verified if appropriate
D. To record and manage deviations, risks and issues related to the new or changed service
Answer: A
Question No: 8
Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of IT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
A. 1, 2 and 3 only
B. 1 and 2 only
C. 1, 2 and 4 only
D. All of the above
Answer: A
Question No: 9
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A. A change
B. A change model
C. A change request
D. A change advisory board
Answer: A
Question No: 10
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
A. Return on investment (ROI), value on investment (VOI), quality
B. Strategic, tactical and operational
C. Critical success factors (CSFs), key performance indicators (KPIs), activities
D. Technology, process and service
Answer: D
Question No: 11
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
A. Configuration baseline
B. Project baseline
C. Change baseline
D. Asset baseline
Answer: A
Question No: 12
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
A. Do
B. Perform
C. Implement
D. Measure
Answer: A
Question No: 13
Which of the following would NOT be contained in a release policy?
A. Naming and numbering conventions
B. Entry and exit criteria of the release into testing
C. Roles and responsibilities for the release
D. The risk register for the release
Answer: D
Question No: 14
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
Answer: D
Question No: 15
Which of the following is the best definition of IT service management?
A. An internal service provider that is embedded within a business unit
B. A complete set of all the documentation required to deliver world class services to customers
C. Technical implementation of supporting IT infrastructure components
D. The implementation and management of quality IT services that meet business needs
Answer: D
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