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ITIL Foundation (syllabus 2011)

Question No: 1 – (Topic 1)

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

  1. Data

  2. Information

  3. Knowledge

  4. Governance

Answer: C

Question No: 2 – (Topic 1)

Which of the following is an objective of business relationship management?

  1. To identify patterns of business activity

  2. To ensure high levels of customer satisfaction

  3. To secure funding to manage the provision of services

  4. To ensure strategic plans for IT services exist

Answer: B

Question No: 3 – (Topic 1)

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

  1. Service level management

  2. Service catalogue management

  3. Demand management

  4. Service transition

Answer: B

Question No: 4 – (Topic 1)

Which process would be used to compare the value that newer services have offered over those they have replaced?

  1. Availability management

  2. Capacity management

  3. Service portfolio management

  4. Service cataloguemanagement

Answer: C

Question No: 5 – (Topic 1)

Why are public frameworks, such as 1TIL, attractive when compared to proprietaryknowledge?

  1. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

  2. Public frameworks are always cheaper to adopt

  3. Public frameworks are prescriptive and tell you exactly what to do

  4. Proprietaryknowledge has been tested in a wide range of environments

Answer: A

Question No: 6 – (Topic 1)

Which one of the following functions would be responsible for the management of a data centre?

  1. Technical management

  2. Service desk

  3. Application management

  4. Facilities management

Answer: D

Question No: 7 – (Topic 1)

Which process is responsible for discussing reports with customers showing whether services have met their targets?

  1. Continual service improvement

  2. Change management

  3. Service level management

  4. Availability management

Answer: C

Question No: 8 – (Topic 1)

Which process is responsible for managing relationships with vendors?

  1. Change management

  2. Service portfolio management

  3. Supplier management

  4. Continual service improvement

Answer: C

Question No: 9 – (Topic 1)

Which one of the following do technology metrics measure?

  1. Components

  2. Processes

  3. The end-to-end service

  4. Customer satisfaction

Answer: A

Question No: 10 – (Topic 1)

Which role is responsible for carrying out the activities of a process?

  1. Process owner

  2. Change manager

  3. Service manager

  4. Process practitioner

Answer: D

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