Free Access EXIN.ITIL.v2025-11-14.q416 Practice Test (Page 5)

Question 16

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A.Service request management

B.Service desk

C.Problem management

D.Continual management

Question 17

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

A.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

B.Produce and maintain all necessary Service Transition packages

C.Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

D.Measuring the effectiveness and efficiency of Service Design and the supporting processes

Question 18

Why is ITIL successful?

A.It always guarantees cost savings

B.It makes technology architecture easy to design

C.It can be fully implemented in 30 days

D.Its practices are applicable to any IT organisation

Question 19

Which one of the following do major incidents require?

A.Separate procedures

B.Less documentation

C.Less urgency

D.Longer timescales

Question 20

Which of the following can help determine the level of impact of a problem?

A.Configuration Management System (CMS)

B.Standard Operating Procedures (SOP)

C.Definitive Media Library (DML)

D.Statement of Requirements (SOR)

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Question 16

Question 17

Question 18

Question 19

Question 20

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