[Free] 2019(Nov) EnsurePass Exin ITIL-F Dumps with VCE and PDF 21-30

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Question No.21

What are customers of IT services who work in the same organization as the service provider known as?

1. Strategic customers

2. External customers

3. Valued customers

4. Internal customers

Correct Answer: D

Question No.22

Which of the following are reasons why ITIL is successful?

1. ITIL is vendor neutral

2. It does not prescribe actions

3. ITIL represents best practice

1. All of the above

2. 1 and 3 only

3. 1 and 2 only

4. 2 and 3 only

Correct Answer: A

Question No.23

Which is the correct definition of a customer facing service?

1. One which directly supports the business processes of customers

2. A service that cannot be allowed to fail

3. One which is not covered by a service level agreement

4. A service not directly used by the business

Correct Answer: A

Question No.24

Which one of the following is the BEST definition of the term #39;service management#39;?

1. A set of specialized organizational capabilities for providing value to customers in the form of services

2. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

3. The management of functions within an organization to perform certain activities

4. Units of organizations with roles to perform certain activities

Correct Answer: A

Question No.25

Which of the following are sources of best practice?

1. Academic research

2. Internal experience

3. Industry practices

1. All of the above

2. 1 and 3 only

3. 1 and 2 only

4. 2 and 3 only

Correct Answer: A

Question No.26

Which statement should NOT be part of the value proposition for Service Design?

1. Reduced total cost of ownership

2. Improved quality of service

3. Improved Service alignment with business goals

4. Better balance of technical skills to support live services

Correct Answer: D

Question No.27

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

1. Event management, incident management, problem management, request fulfilment, and access management

2. Event management, incident management, change management, and access management

3. Incident management, problem management, service desk, request fulfilment, and event management

4. Incident management, service desk, request fulfilment, access management, and event management

Correct Answer: A

Question No.28

Which of the following provide value to the business from service strategy?

1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

2. Enabling the service provider to respond quickly and effectively to changes in the business environment

3. Support the creation of a portfolio of quantified services

1. All of the above

2. 1 and 3 only

3. 1 and 2 only

4. 2 and 3 only

Correct Answer: A

Question No.29

Which one of the following is NOT part of the service design stage of the service lifecycle?

1. Designing and maintaining all necessary service transition packages

2. Producing quality, secure and resilient designs for new or improved services

3. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

4. Measuring the effectiveness and efficiency of service design and the supporting processes

Correct Answer: A

Question No.30

Which of the following is NOT an objective of service transition?

1. To ensure that a service can be managed, operated and supported

2. To provide training and certification in project management

3. To provide quality knowledge and information about services and service assets

4. To plan and manage the capacity and resource requirements to manage a release

Correct Answer: B

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