[Free] 2018(Jan) EnsurePass Testking Exin ITIL Dumps with VCE and PDF 111-120

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ITIL Foundation (syllabus 2011)

Question No: 111 – (Topic 2)

Which one of the following is the purpose of service level management?

  1. To carry out the service operations activities needed to support current IT services

  2. To ensure that sufficient capacity is provided to deliver the agreed performance of services

  3. To create and populate a service catalogue

  4. To ensure that an agreed level of IT service is provided for all current IT services

    Answer: D

    Question No: 112 – (Topic 2)

    Which of the following activities are performed by a service desk?

    1. Logging details of incidents and service requests

    2. Providing first-line investigation and diagnosis

    3. Restoring service

    4. Implementing all standard changes

      1. All of the above

      2. 1, 2 and 3 only

      3. 2 and 4 only

      4. 3 and 4 only

Answer: B

Question No: 113 – (Topic 2)

How many people should be accountable for aprocess as defined in the RACI model?

  1. As many as necessary to complete the activity

  2. Only one – the process owner

  3. Two – the process owner and the process enactor

  4. Only one – the process architect

Answer: B

Question No: 114 – (Topic 2)

Which process is responsible for providing the rights to use an IT service?

  1. Incident management

  2. Access management

  3. Change management

  4. Request fulfillment

Answer: B

Question No: 115 – (Topic 2)

Which one of the followingprovides the CORRECT list of processes within the service operation stage of the service lifecycle?

  1. Event management, incident management, problem management, request fulfilment, and access management

  2. Event management, incident management, changemanagement, and access management

  3. Incident management, problem management, service desk, request fulfilment, and event management

  4. Incident management, service desk, request fulfilment, access management, and event management

Answer: A Explanation:

QUESTIONNO: 101

With which process is problem management likely to share categorization and impact coding systems?

  1. Incident management

  2. Service asset and configuration management

  3. Capacity management

  4. IT service continuity management Answer: A

Question No: 116 – (Topic 2)

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

  1. User

  2. Customer

  3. Supplier

  4. Administrator

Answer: B

Question No: 117 – (Topic 2)

What are the three types of metrics that an organization shouldcollect to support continual service improvement (CSI)?

  1. Return on investment (ROI), value on investment (VOI), quality

  2. Strategic, tactical and operational

  3. Critical success factors (CSFs), key performance indicators (KPIs), activities

  4. Technology, process and service

Answer: D

Question No: 118 – (Topic 2)

Which one of the following is concerned with policy and direction?

  1. Capacity management

  2. Governance

  3. Service design

  4. Service level management

    Answer: B

    Topic 3, VolumeC

    Question No: 119 – (Topic 3)

    Which of the following are sources of best practice?

    1. Academic research

    2. Internal experience

    3. Industry practices

      1. All of the above

      2. 1 and 3 only

      3. 1 and 2 only

      4. 2 and 3 only

Answer: A

Question No: 120 – (Topic 3)

Which of the following BEST describes technical management?

  1. A function responsibilities for facilities management and building control systems

  2. A function that provides hardware repair services for technology involved in the delivery of service to customers

  3. Senior managers responsibilities for all staff within the technical support function

  4. A function that includes providing technical expertise and overall management ofthe IT infrastructure

Answer: D

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