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Viewing questions 31-40 out of questions
Questions # 31:

Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

Options:

A.

Service level management

B.

Relationship management

C.

Service desk

D.

Monitoring and event management

Questions # 32:

Which of the following is included in the purpose of the 'continual improvement' printer?

Options:

A.

The restoration of normal service operation as quickly as possible

B.

The establishment of Inks between the organization and its stakeholders at strategic and tactical levels

C.

The alignment of the organization's practices and services with changing business needs

D.

The reduction of the likelihood and impact of incidents

Questions # 33:

Which of the following is the MOST important 'or effective incident management?

Options:

A.

Collaboration tools and techniques

B.

Balanced scorecard review

C.

Automated pipelines

D.

A variety of access channels

Questions # 34:

Which statement about the ‘continual improvement model’ is CORRECT?

Options:

A.

Organizations should work through the steps of the model in the sequence in which they are presented

B.

The flow of the model helps organizations to link improvements to its goals

C.

The model is applicable to only certain parts of the service value system

D.

Organizations should use an additional model or method to link improvements to customer value

Questions # 35:

Which is included in the purpose of the 'change enablement' practice?

Options:

A.

Make new and changed services available for use

B.

Ensure that risks have been property assessed

C.

Record and report selected changes of state

D.

Plan and manage the full lifecycle of all IT assets

Questions # 36:

What is the definition of warranty?

Options:

A.

A means of identifying events that could cause harm or loss

B.

A means of determining whether a service is fit for purpose

C.

A means of identifying a result for a stakeholder

D.

A means of determining whether a service is fit for use

Questions # 37:

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

Options:

A.

Service desk

B.

Continual improvement

C.

Problem management

D.

Incident management

Questions # 38:

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

Options:

A.

Focus on value

B.

Start where you are

C.

Think and work holisocally

D.

Optimize and automate

Questions # 39:

Which describes normal changes?

Options:

A.

Changes that need to be scheduled and assessed following a process

B.

Changes that are low-risk and pre-authorized

C.

Changes that are typically initiated as service requests

D.

Changes that must be implemented as soon as possible

Questions # 40:

In which TWO situations should the ITIL guiding principles be considered?

1. In every initiative

2. In relationships with all stakeholders

3. Only in specific initiatives where the principle is relevant

4. Only in specific stakeholder relationships where the principle is relevant

Options:

A.

1 and 2

B.

1 and 4

C.

2 and 3

D.

3 and 4

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