Free Practice Questions for Exin ITIL Exam

Service provision, service consumption, service relationship management

Governance, service value chain, practices

Outcomes, utility, warranty

Customer value, stakeholder value, organization

Change enablement

Service level management

Problem management

Service desk

The process owner and process manager for each type of release

The roles and responsibilities for incident and problem resolution

The naming convention and expected frequency of each type of release

The naming convention for all configuration items (CI) recorded in the configuration management system

(CMS)

Ensure suppliers include details of their approach to service improvement in contracts

Require evidence that the supplier uses agile development methods

Require evidence that the supplier implements all improvements using project management practices

Ensure that all supplier problem management activities result in improvements

Focus on value

Keep it simple and practical

Start where you are

Progress interactively with feedback

To help plan emergency changes

To help authorize standard changes

To help assign a change authority

To help manage normal changes

A current state assessment that is carried out at the start of an improvement initiative

The identification of all interested parts at the start of an improvement initiative

An improvement initiative that is broken into a number of manageable sections

An assessment of how all the parts of an organization will affect an improvement initiative

Process metrics can be used to measure end-to-end service performance

Technology metrics can be used to measure component performance and availability

Process metrics can be used to measure the utilization of a supplier’s network

Technology metrics can be used to determine the overall health of a process

It is maintained by the service desk and updated with the details of each new incident

It is a part of the configuration management database (CMDB) and contains workarounds

It is maintained by problem management and is used by the service desk to help resolve incidents

It is maintained by incident management and contains solutions to be implemented by problem

management

A change authority should be assigned to each type of change and change model

Centralizing change authorization to a single person is the most effective means of authorization

The authorization of normal changes should be expedited to ensure they can be implemented quickly

Standard changes are high risk and should be authorized by the highest level of change authority