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ITIL Foundation (syllabus 2011)

Question No: 371 – (Topic 7)

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

  1. The Service Level Manager

  2. The IT Service Continuity Manager

  3. The Service Catalogue Manager

  4. The Supplier Manager

Answer: D

Question No: 372 – (Topic 7)

Identify the input to the Problem Management process.

  1. Request for Change

  2. Problem Resolution

  3. Incident Records

  4. New Known Errors

    Answer: C

    Question No: 373 – (Topic 7)

    Which of the following availability managementactivities are considered to be proactive as opposed to reactive?

    1. Monitoring system availability

    2. Designing availability into a proposed solution

      1. Neither of the above

      2. Both of the above

      3. 1 only

      4. 2 only

Answer: D

Question No: 374 – (Topic 7)

Which of the following is an example of capabilities?

  1. Menu driven range of facilities used to access service requests

  2. Calls to the service desk to register standard changes

  3. A software update downloaded automatically to all laptops in an organization

  4. Software to allow programmers to debug code

    Answer: B

    Reference:http://www.knowledgetransfer.net/dictionary/ITIL/en/Capability.htm

    Question No: 375 – (Topic 7)

    Which of the following Availability Management activities are considered to be proactive as opposed to reactive?

    1. Risk assessment

    2. Testing of resilience mechanisms

    3. Monitoring of component availability

      1. All of the above

      2. 1 and 2 only

      3. 1 and 3 only

      4. 2 and 3 only

Answer: B

Question No: 376 – (Topic 7)

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

  1. The utility of a service

  2. The warranty of a service

  3. The economic value of a service

  4. Return on investment

Answer: A

Question No: 377 – (Topic 7)

Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

  1. IT management

  2. Service desk manager

  3. Business management

  4. The change manager

Answer: C

Question No: 378 – (Topic 7)

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

  1. Availability Management

  2. Demand Management

  3. Financial Management

  4. Service Level Management

Answer: B

Question No: 379 – (Topic 7)

Which of the following statements about incident reporting and logging is CORRECT?

  1. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

  2. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff

  3. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

  4. Incidents reported by technical staff must belogged as Problems because technical staff manages infrastructure devices not services

Answer: B

Question No: 380 – (Topic 7)

Which of the following is an objective of service transition?

  1. To negotiate service levels for new services

  2. To plan and manage the resource requirements for releases

  3. To provide quality knowledge of incident and problem management

  4. To plan and manage entriesin the service catalogue.

Answer: B

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