ITILFND EXINInc Exam Questions and Free Practice Test

Question 85

- (Topic 9)
Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom - Information - Data - Knowledge

B. Data - Information - Knowledge - Wisdom

C. Knowledge - Wisdom - Information - Data

D. Information - Data - Knowledge - Wisdom

Correct Answer:B

Question 86

- (Topic 10)
Which statement about services is CORRECT?

A. External services are provided to business units in the same organisation

B. Internal services are provided by suppliers to the internal IT department

C. External services are delivered to external customers

D. Internal services are delivered to external customers

Correct Answer:B

Question 87

- (Topic 10)
Which process has the purpose to ensure that, by managing the risks which could seriously affect IT
services, the IT service provider can always provide minimum agreed business-related service
levels?

A. Change management

B. IT service continuity management

C. Financial management for IT services

D. Service catalogue management

Correct Answer:B

Question 88

- (Topic 8)
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process

A. 2, 3 and 4 only

B. All of the above

C. 1, 2 and 3 only

D. 1, 2 and 4 only

Correct Answer:C

Question 89

- (Topic 5)
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

Correct Answer:B

Question 90

- (Topic 4)
What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there? 6. ?

A. What is the return on investment (ROI)?

B. How much did it cost?

C. How do we keep the momentum going?

D. What is the value on investment (VOI)?

Correct Answer:C

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