Free EXIN ITIL-F Exam Dumps Questions & Answers

Hierarchic escalation is BEST described as?

• A.Passing an incident to people with a greater level of technical skill
• B.Notifying more senior levels of management about an incident
• C.Failing to meet the incident resolution times specified in a service level agreement
• D.Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

• A.Defining measurable targets
• B.Implementing service and process improvements
• C.Reviewing measurements and metrics
• D.Creating a baseline

Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

• A.1,2 and 3 only
• B.2 and 4 only
• C.All of the above
• D.1 and 3 only

Which of the following are basic concepts used in access management?

• A.Personnel, electronic, network, emergency, identity
• B.Rights, access, identity, directory services, service/service components
• C.Normal, temporary, emergency, personal, group
• D.Physical, personnel, network, emergency, service

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

• A.How do we get there?
• B.Did we get there?
• C.Where are we now?
• D.Where do we want to be?