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ITIL Foundation (syllabus 2011)

Question No: 271 – (Topic 5)

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

  1. Only manage Incidents effectively through 1st and 2nd line

  2. Only manage Incidents effectively through the 1st line

  3. Only manage Incidents effectivelyat the 3rd line

  4. Manage Incidents effectively through 1st, 2nd and 3rd line

Answer: D

Question No: 272 – (Topic 5)

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

  1. Service Transition

  2. Service Design

  3. Service Strategy

  4. Service Operation

Answer: B

Question No: 273 – (Topic 5)

The MAIN purpose of the Service Portfolio is todescribe services in terms of?

  1. Business Value

  2. Functionality

  3. IT Assets

  4. Service Level Requirements

Answer: A

Question No: 274 – (Topic 5)

What is the entry point or the first level of the V model?

  1. Customer / Business Needs

  2. Service Release

  3. Service Requirements

  4. Service Solution

    Answer: A

    Question No: 275 – (Topic 5)

    Which of the following are responsibilities of a Service Level Manager?

    1. Agreeing targets in Service Level Agreements

    2. Designing the service so it can meet the targets

    3. Ensuring all needed contracts and agreements are in place

      1. 1 and 3 only

      2. All of the above

      3. 2 and 3 only

      4. 1 and 2 only

Answer: A

Question No: 276 – (Topic 5)

How does Problem Management work with Change Management?

  1. By installing changes to fix problems

  2. By negotiating with Incident Management for changes in IT for Problem resolution

  3. By issuing RFCs for permanent solutions

  4. By working with users to change their IT configurations

Answer: C

Question No: 277 – (Topic 5)

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

  1. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

  2. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

  3. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

  4. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

Answer: B

Question No: 278 – (Topic 5)

Which of the following CANNOT bestored and managed by a tool?

  1. Data

  2. Wisdom

  3. Information

  4. Knowledge

Answer: B

Question No: 279 – (Topic 5)

Which of the following CANNOT be stored and managed by a tool?

  1. Knowledge

  2. Data

  3. Information

  4. Wisdom

Answer: D

Question No: 280 – (Topic 5)

To add value to the business, what are thefour reasons to monitor and measure?

  1. Validate; Direct; Justify; Improve

  2. Evaluate; Diagnose; Justify; Intervene

  3. Validate; Direct; Justify; Intervene

  4. Evaluate; Direct; Justify; Improve

Answer: C

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