ITILFND EXINInc Exam Questions and Free Practice Test

Question 49

- (Topic 10)
Which lifecycle stage defines how value is created and delivered?

A. Service design

B. Service strategy

C. Continual service improvement

D. Service operation

Correct Answer:B
The objectives of service strategy includes :
✑ An understanding of what strategy is.
✑ A clear identification of the definition of services and the customers who use them.
✑ The ability to define how value is created and delivered.
✑ Means to identify opportunities to provide services and how to exploit them.
✑ A clear service provision model that articulates how services will be delivered and funded as well as to whom they will be delivered and for what purpose.

Question 50

- (Topic 1)
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

A. Both of the above

B. 1 only

C. Neither of the above

D. 2 only

Correct Answer:B

Question 51

- (Topic 6)
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

Correct Answer:D

Question 52

- (Topic 10)
What service could include a differentiation as an “excitement factor”?

A. A core service

B. An enabling service

C. A packaged service

D. An enhancing service

Correct Answer:D

Question 53

- (Topic 3)
What are underpinning contracts used to document?

A. The provision of IT services or business services by a service provider

B. The provision of goods and services by third party suppliers

C. Service levels that have been agreed between the internal service provider and their customer

D. Metrics and critical success factors (CSFs) for internal support teams

Correct Answer:B

Question 54

- (Topic 2)
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A. Service operation

B. Service transition

C. Continual service improvement

D. Service strategy

Correct Answer:C

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