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Viewing page 11 out of 15 pages
Viewing questions 101-110 out of questions
Questions # 101:

What is the purpose of the ‘problem management’ practice?

Options:

A.

To protect the information needed by the organization to conduct its business

B.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

C.

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

D.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Questions # 102:

Service transition contains detailed descriptions of which processes?

Options:

A.

Change management, service asset and configuration management, release and deployment

management

B.

Change management, capacity management, event management, service request management

C.

Service level management, service portfolio management, service asset and configuration management

D.

Service asset and configuration management, release and deployment management, request fulfillment

Questions # 103:

Which of the following is an example of workaround?

Options:

A.

A defective network switch is replaced with a new one

B.

An email server is restored after an incident is reported

C.

Server memory is increased when the server is unresponsive

D.

A server is restarted to resolve an incident

Questions # 104:

How does categorization of incidents assist the 'incident management' practice?

Options:

A.

It determines the priority assigned to the incident

B.

It determines how the service provider is perceived

C.

It helps direct the incident to the correct support area

D.

It ensures that incidents are resolved in timescales agreed with the customer

Questions # 105:

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Options:

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

Questions # 106:

Which is the BEST example of an emergency change?

Options:

A.

The implementation of a planned new release of a software application

B.

A low-risk computer upgrade implemented as a service request

C.

The implementation of a security patch to a critical software application

D.

A scheduled major hardware and software implementation

Questions # 107:

Which dimension includes the knowledge needed for the management of services?

Options:

A.

Organizations and people

B.

Value streams and processes

C.

Information and technology

D.

Partners and suppliers

Questions # 108:

What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

Options:

A.

An initial baseline assessment

B.

The production of a detailed CSI plan

C.

Verifying that improvement targets have been achieved

D.

Understanding priorities for improvement

Questions # 109:

Which term is used to describe the prediction and control of income and expenditure within an organization?

Options:

A.

Charging

B.

Governance

C.

Budgeting

D.

Accounting

Questions # 110:

Which practice identifies metrics that reflect the customer's experience of a service?

Options:

A.

Continual improvement

B.

Service desk

C.

Service level management

D.

Problem management

Viewing page 11 out of 15 pages
Viewing questions 101-110 out of questions
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