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ITIL Foundation (syllabus 2011)

Question No: 11 – (Topic 1)

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

  1. Personnel, electronic, network, emergency, identity

  2. Rights, access, identity, directory services, service/service components

  3. Physical, personnel, network, emergency, service

  4. Normal, temporary, emergency, personal, group

    Answer: B

    Question No: 12 – (Topic 1)

    Which of the following would commonly be found in a contract underpinning an IT service?

    1. Financial arrangements related to the contract

    2. Description of the goods or service provided

    3. Responsibilities and dependencies for both parties

      1. 1 and 2 only

      2. 1 and 3 only

      3. 2 and 3 only

      4. All of the above

Answer: D

Question No: 13 – (Topic 1)

Which of the following BEST describes service strategies value to the business?

  1. Allows higher volumes of successful change

  2. Reduction in unplanned costs through optimized handling of service outages

  3. Reduction in the duration and frequency of service outages

  4. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

Answer: D

Question No: 14 – (Topic 1)

What are the categories of event described in the UIL service operation book?

  1. Informational, scheduled, normal

  2. Scheduled, unscheduled, emergency

  3. Informational, warning, exception

  4. Warning, reactive, proactive

Answer: C

Question No: 15 – (Topic 1)

Service transition contains detailed descriptions of which processes?

  1. Change management, service asset and configuration management, release and deployment management

  2. Change management, capacity management event management, service request management

  3. Service level management, service portfolio management, service asset and configuration management

  4. Service asset and configuration management, release and deployment management, request fulfillment

Answer: A

Question No: 16 – (Topic 1)

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

  1. Service level management

  2. Service portfolio management

  3. Request fulfilment

  4. Demand management

Answer: C

Question No: 17 – (Topic 1)

What is the name of the group that should review changes that must be implemented faster than the normal change process?

  1. Technical management

  2. Emergencychange advisory board

  3. Urgent change board

  4. Urgent change authority

Answer: B

Question No: 18 – (Topic 1)

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

  1. The service level management

  2. The IT service continuity management

  3. The service catalogue management

  4. The supplier management

Answer: D

Question No: 19 – (Topic 1)

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to theorganization?

  1. Change proposal

  2. Change policy

  3. Service request

  4. Risk register

Answer: A

Question No: 20 – (Topic 1)

Which of the following options is a hierarchy that is used in knowledge management?

  1. Wisdom – Information – Data – Knowledge

  2. Data – Information – Knowledge – Wisdom

  3. Knowledge -Wisdom – Information – Data

  4. Information – Data – Knowledge – Wisdom

    Answer: B

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