ITILFND EXINInc Exam Questions and Free Practice Test

Question 43

- (Topic 10)
Which three types of metric support Continual Service Improvement (CSI) activities?

A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics

B. Process metrics, software metrics and financial metrics

C. Technology metrics, process metrics and service metrics

D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics

Correct Answer:C

Question 44

- (Topic 5)
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 3 only

D. 2 and 4 only

Correct Answer:A

Question 45

- (Topic 4)
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?

A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

Correct Answer:C

Question 46

- (Topic 10)
What is the CORRECT definition of service management?

A. A set of specialised assets for transitioning services into the live operational environment

B. A set of specialised organisational capabilities for delivering value to customers in the form ofservices

C. A group of events that meet the demand from customers for services that they receive

D. A group of people that manages services to fulfil the needs of users and customers

Correct Answer:B

Question 47

- (Topic 2)
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

Correct Answer:A

Question 48

- (Topic 2)
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

A. To ensure that a service can be managed and operated in accordance with constraints specified during design

B. To design and develop capabilities for service management

C. To provide good-quality knowledge and information about services

D. To plan the resources required to manage a release

Correct Answer:B

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