최신 EXIN ITIL ITILFND 무료샘플문제:

1. Which is a reason why incident management interfaces with service level management?

A) To ensure that the status of faulty configuration items (CI) is recorded
B) To ensure that incident workarounds are acceptable to the customers
C) To ensure that incident resolution times are aligned with business needs
D) To ensure that problem records are circulated to all customers

2. What should be documented as part of every process?

A) The process owner, process policy and set of process activities
B) The policy owner, operational level agreement and set of process steps
C) The service manager, service contract and set of work instructions
D) The service owner, service level agreement and set of process procedures

3. What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A) Supporting services
B) Business services
C) Component services
D) Customer services

4. How many people should be accountable for a process as defined in the RACI model

A) Only one - the process architect
B) Two - the process owner and the process enactor
C) As many as necessary to complete the activity
D) Only one - the process owner

5. Which one of the following is a correct definition of a supplier category?

A) Commodity - for significant partnering relationships that involve senior managers
B) Operational - for suppliers providing low value and/or readily available products and services
C) Tactical - for relationships involving significant commercial activity and business interaction
D) Strategic - for suppliers of operational products or services

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