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New EXIN,Inc ITILFND Exam Dumps Collection (Question 6 - Question 15)

Q6. What BEST describes the customers and users of an IT service provider?

A. Customers buy IT services; users use IT services

B. Customers design IT services; users test IT services

C. Customers sell IT services; users improve IT services

D. Customers agree the service levels; users buy IT services

Answer: A

Q7. Which process is responsible for controlling, recording and reporting on the relationships between

components of the IT infrastructure?

A. Service level management

B. Change management

C. Incident management

D. Service asset and configuration management

Answer: D

Q8. Which ITIL process is used to restore normal service operation as quickly as possible?

A. Service level management

B. Incident management

C. Problem management

D. Availability management

Answer: B

Q9. Which process monitors and improves the performance of the service transition stage of the service lifecycle?

A. Transition planning and support

B. Design co-ordination

C. Change management

D. Service transition management

Answer: A

Q10. 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

Q11. Which process analyses services that are no longer viable and when they should be retired?

A. Change management

B. Service portfolio management

C. Service level management

D. Business relationship management

Answer: B

Q12. Which of the following are CORRECT Service Design Aspects?

1) Service Solutions for new or changed services

2) Management policies and guidelines

3) Business requirements technology and management architectures

4) Process requirements technology and management architectures

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

Answer: D

Q13. What BEST describes the value of service strategy to the business?

A. It supports the creation of a portfolio of quantified services

B. It reduces the effort spent on managing test and pilot environments

C. It improves the control of service assets and configurations

D. It provides quick and effective access to standard services

Answer: A

Q14. Which process is responsible for managing all service requests from users?

A. Change fulfilment

B. Incident management

C. Request fulfilment

D. Event management

Answer: C

Q15. Where should all master copies of controlled software and documentation be stored?

A. In the definitive software library

B. In the definitive media library

C. In the definitive security library

D. In the definitive production library

Answer: B

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