Category: EXIN Exam

QUESTION 1
Which two processes will contribute MOST to enabling effective problem detection?

A.    Incident and financial management
B.    Change and release and deployment management
C.    Incident and event management
D.    Knowledge and service level management

Answer: C

QUESTION 2
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A.    Change proposal
B.    Change policy
C.    Service request
D.    Risk register

Answer: A

QUESTION 3
Which one of the following is NOT part of the service design stage of the service lifecycle?

A.    Designing and maintaining all necessary service transition packages
B.    Producing quality, secure and resilient designs for new or improved services
C.    Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
D.    Measuring the effectiveness and efficiency of service design and the supporting processes

Answer: A

QUESTION 4
What is the result of carrying out an activity, following a process or delivering an IT service known as?

A.    Outcome
B.    Incident
C.    Change
D.    Problem

Answer: A

QUESTION 5
Which process is responsible for managing relationships with vendors?

A.    Change management
B.    Service portfolio management
C.    Supplier management
D.    Continual service improvement

Answer: C

QUESTION 6
Which of the following service desk organizational structures are described in service operation?
(1) Local service desk
(2) Virtual service desk
(3) IT help desk
(4) Follow the sun

A.    1, 2 and 4 only
B.    2, 3 and 4 only
C.    1, 3 and 4 only
D.    1, 2 and 3 only

Answer: A

QUESTION 7
What are the categories of event described in the UIL service operation book?

A.    Informational, scheduled, normal
B.    Scheduled, unscheduled, emergency
C.    Informational, warning, exception
D.    Warning, reactive, proactive

Answer: C

QUESTION 8
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A.    Employers
B.    Stakeholders
C.    Regulators
D.    Accreditors

Answer: B

QUESTION 9
Which of the following are the MAIN objectives of incident management?
(1) To automatically detect service-affecting events
(2) To restore normal service operation as quickly as possible
(3) To minimize adverse impacts on business operations

A.    1 and 2 only
B.    2 and 3 only
C.    1 and 3 only
D.    All of the above

Answer: B

QUESTION 10
What is the name of the group that should review changes that must be implemented faster than the normal change process?

A.    Technical management
B.    Emergency change advisory board
C.    Urgent change board
D.    Urgent change authority

Answer: B

QUESTION 11
Which of the following is NOT an objective of service transition?

A.    To ensure that a service can be operated, managed and supported
B.    To provide training and certification in project management
C.    To provide quality knowledge and information about services and service assets
D.    To plan and manage the capacity and resource requirements to manage a release

Answer: B

QUESTION 12
Which of the following types of service should be included in the scope of service portfolio management?
(1) Those planned to be delivered
(2) Those being delivered
(3) Those that have been withdrawn from service

A.    1 and 3 only
B.    All of the above
C.    1 and 2 only
D.    2 and 3 only

Answer: B

QUESTION 13
The BEST description of an incident is:

A.    An unplanned disruption of service unless there is a backup to that service
B.    An unplanned interruption to service or a reduction in the quality of service
C.    Any disruption to service whether planned or unplanned
D.    Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Answer: B

QUESTION 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 15
When can a known error record be raised?
(1) At any time it would be useful to do so
(2) After a workaround has been found

A.    2 only
B.    1 only
C.    Neither of the above
D.    Both of the above

Answer: D

QUESTION 16
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A.    The change authorization board
B.    The change advisory board
C.    The change implementer
D.    The change manager

Answer: B

QUESTION 17
Which process is responsible for discussing reports with customers showing whether services have met their targets?

A.    Continual service improvement
B.    Change management
C.    Service level management
D.    Availability management

Answer: C

QUESTION 18
What do customer perceptions and business outcomes help to define?

A.    The value of a service
B.    Governance
C.    Total cost of ownership (TCO)
D.    Key performance indicators (KPIs)

Answer: A

QUESTION 19
Which of the following are basic concepts used in access management?

A.    Personnel, electronic, network, emergency, identity
B.    Rights, access, identity, directory services, service/service components
C.    Physical, personnel, network, emergency, service
D.    Normal, temporary, emergency, personal, group

Answer: B

QUESTION 20
Which of these statements about resources and capabilities is CORRECT?

A.    Resources are types of service asset and capabilities are not
B.    Resources and capabilities are both types of service asset
C.    Capabilities are types of service asset and resources are not
D.    Neither capabilities nor resources are types of service asset

Answer: B
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QUESTION 1
Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes

A.    All of the above
B.    1 and 2only
C.    2 and 3 only
D.    1 and 3 only

Answer: A

QUESTION 2
Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special

A.    1 and 3only
B.    All of the above
C.    1 and 2 only
D.    2 and 3 only

Answer: C

QUESTION 3
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A.    Serviceability
B.    Availability
C.    Capacity
D.    Continuity

Answer: B

QUESTION 4
Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record

A.    1 only
B.    2only
C.    Both of the above
D.    Neither of the above

Answer: C

QUESTION 5
Which types of communication would the functions within service operation use?
1. Communication between data centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication

A.    1 only
B.    2 and 3 only
C.    1, 2 and 4 only
D.    All of the above

Answer: D

QUESTION 6
Where would all the possible service improvement opportunities be recorded?

A.    CSI register
B.    Known error database
C.    Capacity management information system
D.    Configuration management database

Answer: A

QUESTION 7
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

A.    All of the above
B.    1, 2 and 3 only
C.    2 and 4 only
D.    3 and 4 only

Answer: B

QUESTION 8
Which of the following is NOT an objective of Continual Service Improvement?

A.    Review and analyze Service Level Achievement results
B.    Identify activities to improve the efficiency of service management processes
C.    Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D.    Conduct activities to deliver and manage services at agreed levels to business users

Answer: D

QUESTION 9
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 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 11
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers

A.    All of the above
B.    1 and 3 only
C.    1 and 2 only
D.    2 and 3 only

Answer: A

QUESTION 12
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A.    User
B.    Customer
C.    Supplier
D.    Administrator

Answer: B

QUESTION 13
Which process is responsible for sourcing and delivering components of requested standard services?

A.    Request fulfilment
B.    Service portfolio management
C.    Service desk
D.    IT finance

Answer: A

QUESTION 14
Which of the following is the best definition of service management?

A.    The ability to keep services highly available to meet the business needs
B.    A set of specialized organizational capabilities for providing value to customers in the form of services
C.    A complete set of all the documentation required to deliver world class services to customers
D.    An internationally recognized methodology to provide valuable services to customers

Answer: B

QUESTION 15
Which of the following CANNOT be provided by a tool?

A.    Knowledge
B.    Information
C.    Wisdom
D.    Data

Answer: C

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QUESTION 1
Which of the following can include steps that will help to resolve an Incident?
1. Incident Model
2. Known Error Record

A.    1 only
B.    2 only
C.    Both of the above
D.    Neither of the above

Answer: C

QUESTION 2
Which of the following statements about Service Asset and Configuration Management is/are CORRECT?
1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert

A.    1 only
B.    2 only
C.    Both of the above
D.    Neither of the above

Answer: C

QUESTION 3
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 2 only
D.    2 and 4 only

Answer: A

QUESTION 4
Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1. Risk assessment
2. Testing of resilience mechanisms

A.    None of the above
B.    Both of the above
C.    1 only
D.    2 only

Answer: B

QUESTION 5
Which of the following is MOST concerned with the design of new or changed services?

A.    Change Management
B.    Service Transition
C.    Service Strategy
D.    Service Design

Answer: D

QUESTION 6
Which of the following is a responsibility of Supplier Management?

A.    Development, negotiation and agreement of Service Level Agreements (SLAs)
B.    Development, negotiation and agreement of contracts
C.    Development, negotiation and agreement of the Service Portfolio
D.    Development, negotiation and agreement of Operational Level Agreements (OLAs)

Answer: B

QUESTION 7
Which of the following activities are carried out in the "Where do we want to be?" step of the Continual Service Improvement (CSI) Model?

A.    Implementing service and process improvements
B.    Reviewing measurable improvements
C.    Creating a baseline
D.    Defining measurable targets

Answer: D

QUESTION 8
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A.    1, 2 and 4 only
B.    2, 3 and 4 only
C.    1, 3 and 4 only
D.    1, 2 and 3 only

Answer: A

QUESTION 9
Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)?

A.    The SLA covers one service, for all the customers of that service
B.    The SLA covers an individual customer group for all services they use
C.    An SLA that covers all customers for all services
D.    An SLA for a service with no customers

Answer: A

QUESTION 10
Which of the following is concerned with fairness and transparency?

A.    Capacity Management
B.    Governance
C.    Service Design
D.    Service Level Management

Answer: B

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