ITIL-F Exam Dumps - Exin-ITIL Questions and Answers

Outcome

Incident

Change

Problem

Service level agreements (SLAs)

Third-party contracts

The service portfolio

Operational level agreements (OLAs)

1 only

2 only

Both of the above

Neither of the above

One which directly supports the business processes of customers

A service that cannot be allowed to fail

One which is not covered by a service level agreement

A service not directly used by the business

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Following a full change advisory board (CAB) to resolve any outstanding agenda items.

During peak or holiday periods when emergencies are more likely to occur.

In an emergency when it is not possible to convene a full CAB.

Outside the normal working hours of the business unit.

A return on investment

Service level requirements

A business case

A service level agreement

It is maintained by the service desk and updated with the details of each new incident

It is a part of the configuration management database (CMDB. and contains workarounds

It is maintained by problem management and is used by the service desk to help resolve incidents

It is maintained by incident management and contains solutions to be implemented by problem

Management

An event

A baseline

A change to a service level agreement

A request for change (RFC.

Technology, customer and business

Business, service and technology

Customer, business and process

Process, technology and service