[Free] 2018(Jan) EnsurePass Pass4sure Exin ITIL Dumps with VCE and PDF 201-210

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ITIL Foundation (syllabus 2011)

Question No: 201 – (Topic 4)

What are the three serviceprovider business models?

  1. Internal service provider, outsourced 3rd party and off-shore party

  2. Internal service operations provider, external service operations provider, shared service unit

  3. Internal service provider, external service provider, outsourced 3rd party

  4. Internal service provider, external service provider, shared service unit

    Answer: D

    Question No: 202 – (Topic 4)

    Which of the following items would commonly be on the agenda for a change advisory board (CAB)?

    1. Details of failed changes

    2. Updates to the change schedule

    3. Reviews of completed changes

      1. All of the above

      2. 1 and 2only

      3. 2 and 3 only

      4. 1 and 3 only

        Answer: A Explanation:

        QUESTIONNO: 228

        Which of the following are types of service defined in ITIL?

        1. Core

        2. Enabling

        3. Special

          1. 1 and 3only

          2. All of the above

          3. 1 and 2 only

          4. 2 and 3 only Answer: C

Question No: 203 – (Topic 4)

Which of the following statements correctly states the relationship between urgency, priority and impact?

  1. Impact, priority and urgency are independent of each other

  2. Urgency should be based on impact and priority

  3. Impact should be based on urgency and priority

  4. Priority should be based on impact and urgency

Answer: D

Question No: 204 – (Topic 4)

Looking for ways toimprove process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

  1. Service operation

  2. Service transition

  3. Continual service improvement

  4. Service strategy

Answer: C

Question No: 205 – (Topic 4)

Which of the following statements isINCORRECT?

  1. The SKMS is part of the Configuration Management System (CMS)

  2. The SKMS can include data on the performance of the organization

  3. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

  4. The SKMS can include user skill levels

    Answer: A

    Question No: 206 – (Topic 4)

    Which of the following should be done when closing an incident?

    1. Check theincident categorization and correct it if necessary

    2. Check that the user is satisfied with the outcome

      1. 1 only

      2. Both of the above

      3. 2 only

      4. Neither of the above

Answer: B

Question No: 207 – (Topic 4)

Which of the following statement about the service owner is INCORRECT?

  1. Carries out the day-to-day monitoring and operation of the service they own

  2. Contributes to continual improvement affecting the service they own

  3. Is a stakeholder in all of the IT processes which support the service they own

  4. Is accountable for a specific service within an organization

Answer: A

Question No: 208 – (Topic 4)

Which of the following is the BEST description of a centralized service desk?

  1. The desk is co-located within or physically close to the user community it serves

  2. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

  3. The desk provides 24 hour global support

  4. There is a single desk in one location serving the whole organization

    Answer: D

    Question No: 209 – (Topic 4)

    Which of the following are valid parts of the service portfolio?

    1. Service pipeline

    2. Service knowledge management system (SKMS)

    3. Service catalogue

      1. 1 and 2 only

      2. 3 only

      3. 1 and 3 only

      4. All of the above

        Answer: C

        Question No: 210 – (Topic 4)

        Which of the following statements is CORRECT for every process?

        1. It delivers its primary results to a customer or stakeholder

        2. It defines activities that are executed by a single function

          1. Both of the above

          2. 1 only

          3. Neither of the above

          4. 2 only

Answer: B

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