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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?

  1. Employers

  2. Stakeholders

  3. Regulators

  4. Accreditors

    Answer: B

    Question No: 32 – (Topic 1)

    Consider the following list:

    1. Change authority

    2. Change manager

    3. Change advisory board (CAB)

      Which one of the following is the BEST description of the items above?

      1. Job descriptions

      2. Functions

      3. Teams

      4. Roles, people or groups

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

  1. 1, 2 and 3 only

  2. 1 and 2 only

  3. 1, 2 and 4 only

  4. All of the above

Answer: A

Question No: 34 – (Topic 1)

Which of the following BEST describes the purpose of access management?

  1. To provide a channel for users to request and receive standard services

  2. Providesthe rights for users to be able to use a service or group of services

  3. To prevent problems and resulting Incidents from happening

  4. 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?

  1. Designing and maintaining all necessary service transition packages

  2. Producing quality, secure and resilient designs for new or improved services

  3. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

  4. 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?

    1. To automatically detect service-affecting events

    2. To restore normal service operation as quickly as possible

    3. To minimize adverse impacts on business operations

      1. 1 and 2 only

      2. 2 and 3 only

      3. 1 and 3 only

      4. All of the above

Answer: B

Question No: 37 – (Topic 1)

Which two processes will contribute MOST to enabling effective problem detection?

  1. Incident and financial management

  2. Change and release and deployment management

  3. Incident and event management

  4. 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?

  1. The Deming Cycle

  2. The continual service improvement approach

  3. The seven-step improvement process

  4. The service lifecycle

Answer: A

Question No: 39 – (Topic 1)

Hierarchic escalation is BEST described as?

  1. Notifying more senior levels of management about an incident

  2. Passing an incident to people with a greater level of technical skill

  3. Using moresenior specialists than necessary to resolve an Incident to maintain customer satisfaction

  4. 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?

  1. Applications

  2. Infrastructure

  3. Value

  4. Resources

Answer: C

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