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EXIN ITIL Foundation (V4) Sample Questions (Q251-Q256):

NEW QUESTION # 251
Which of the following best describes a Service Request?

A. A request from a User for information, advice or for a Standard Change
B. Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting
C. Anything that the customer wants and is prepared to pay for
D. Any request or demand that is entered by a user via a Self-Help web-based interface

Answer: A

Explanation:
Service Request (Service Operation) A request from a User for information or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. See also Request Fulfillment.

NEW QUESTION # 252
What are the MOST important skills required by service desk staff?

A. Supplier management skills
B. Incident analysis skills
C. Technical skills
D. Problem resolution skills

Answer: B

NEW QUESTION # 253
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A. Service request management
B. Problem management
C. Incident management
D. Service level management

Answer: A

NEW QUESTION # 254
Which statement about a 'continual improvement register' is CORRECT?

A. It should be used to capture user demand
B. It should be re-prioritized as ideas are documented
C. There should only be one for the whole organization
D. It should be managed at the senior level of the organization

Answer: B

NEW QUESTION # 255
Which is an objective of event management?

A. To provided a channel for users to receive standard services that they are expecting
B. To minimize the impact of incidents due to service failures that cannot be prevented
C. To detect changes of state that have significance for management of an IT service
D. To maintain user satisfaction with the quality of IT services

Answer: C

NEW QUESTION # 256
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