[Free] 2018(Jan) EnsurePass Pass4sure Exin ITIL Dumps with VCE and PDF 31-40
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ITIL Foundation (syllabus 2011)
Question No: 31 – (Topic 1)
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
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Employers
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Stakeholders
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Regulators
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Accreditors
Answer: B
Question No: 32 – (Topic 1)
Consider the following list:
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Change authority
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Change manager
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Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
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Job descriptions
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Functions
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Teams
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Roles, people or groups
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-
Answer: D
Question No: 33 – (Topic 1)
Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
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1, 2 and 3 only
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1 and 2 only
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1, 2 and 4 only
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All of the above
Answer: A
Question No: 34 – (Topic 1)
Which of the following BEST describes the purpose of access management?
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To provide a channel for users to request and receive standard services
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Providesthe rights for users to be able to use a service or group of services
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To prevent problems and resulting Incidents from happening
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To detect security events and make sense of them
Answer: B
Question No: 35 – (Topic 1)
Which one of the following is NOT part of the service design stage of the service lifecycle?
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Designing and maintaining all necessary service transition packages
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Producing quality, secure and resilient designs for new or improved services
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Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
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Measuring the effectiveness and efficiency of service design and the supporting processes
Answer: A
Question No: 36 – (Topic 1)
Which of the following are the MAIN objectives of incident management?
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To automatically detect service-affecting events
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To restore normal service operation as quickly as possible
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To minimize adverse impacts on business operations
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1 and 2 only
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2 and 3 only
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1 and 3 only
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All of the above
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-
Answer: B
Question No: 37 – (Topic 1)
Which two processes will contribute MOST to enabling effective problem detection?
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Incident and financial management
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Change and release and deployment management
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Incident and event management
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Knowledge and service level management
Answer: C
Question No: 38 – (Topic 1)
Which one of the following includes four stages called Plan, Do, Check and Act?
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The Deming Cycle
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The continual service improvement approach
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The seven-step improvement process
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The service lifecycle
Answer: A
Question No: 39 – (Topic 1)
Hierarchic escalation is BEST described as?
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Notifying more senior levels of management about an incident
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Passing an incident to people with a greater level of technical skill
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Using moresenior specialists than necessary to resolve an Incident to maintain customer satisfaction
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Failing to meet the incident resolution times specified in a service level agreement
Answer: A
Question No: 40 – (Topic 1)
What should a service always deliver to customers?
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Applications
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Infrastructure
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Value
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Resources
Answer: C
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