ITIL Exin Exam Questions and Free Practice Test

Which of the following are goals of Service Operation?
Solution:

Does this meet the goal?

A. Yes

B. No

Correct Answer:A

Assisting with process design
Solution:

Does this meet the goal?

A. Yes

B. No

Correct Answer:A

What is the result of carrying out an activity, following a process or delivering an IT service known as?

A. Outcome

B. Incident

C. Change

D. Problem

Correct Answer:A

Which describes a proactive trigger for problem management?

A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

B. Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist

C. Suspicion or detection of a cause of one or more incidents by the service desk

D. Trending of historical incident records to identify one or more underlying causes

Correct Answer:D

The BEST description of an incident is:

A. An unplanned disruption of service unless there is a backup to that service

B. An unplanned interruption to service or a reduction in the quality of service

C. Any disruption to service whether planned or unplanned

D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Correct Answer:B

In which document would you expect to see an overview of actual service achievements against targets?

A. Operational level agreement (OLA}

B. Capacity plan

C. Service level agreement (SLA}

D. SLA monitoring chart (SLAM}

Correct Answer:D

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