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New Updated ITIL-Foundation Exam Questions from PassLeader ITIL-Foundation PDF dumps! Welcome to download the newest PassLeader ITIL-Foundation VCE dumps: http://www.passleader.com/itil-foundation.html (465 Q&As) Keywords: ITIL-Foundation exam dumps, ITIL-Foundation exam questions, ITIL-Foundation VCE dumps, ITIL-Foundation PDF dumps, ITIL-Foundation practice tests, ITIL-Foundation study guide, ITIL-Foundation braindumps, EXIN ITIL-Foundation Exam P.S. New ITIL-Foundation dumps PDF: https://drive.google.com/open?id=0B-ob6L_QjGLpWV9NWlZwek9RRjg NEW QUESTION 435 A. It keeps the communication going within the business Answer: B NEW QUESTION 436 A. It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity. Answer: B NEW QUESTION 437 A. Swift application of skills to diagnose any IT operations failures that occur Answer: C NEW QUESTION 438 A. Someone who works in the same organization but in a different business unit to the service provider Answer: C NEW QUESTION 439 A. Internal service Answer: C NEW QUESTION 440 A. It supports the creation of a catalogue of services Answer: B NEW QUESTION 441 A. To efficiently respond to requests for granting access to services Answer: A NEW QUESTION 442 A. The process owner, process policy and set of process activities Answer: D NEW QUESTION 443 A. How quickly a service or component can be restored to normal working order Answer: C NEW QUESTION 444 A. People Answer: C NEW QUESTION 445 A. Roles and responsibilities across all the service transition processes Answer: C NEW QUESTION 446 A. Service portfolio management Answer: C NEW QUESTION 447 A. It is efficient, effective and economical for all IT services Answer: D NEW QUESTION 448 A. To maintain user satisfaction with the quality of IT services Answer: A NEW QUESTION 449 A. The definitive media library Answer: D NEW QUESTION 450 A. Premium business assets Answer: B NEW QUESTION 451 A. It supports the creation of a portfolio of quantified services Answer: C NEW QUESTION 452 A. Change management Answer: B NEW QUESTION 453 A. Human resource model Answer: D NEW QUESTION 454 A. Testing the tool and training process managers on using the process Answer: AD NEW QUESTION 455 A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics Answer: C NEW QUESTION 456 A. 1 and 2 Answer: D NEW QUESTION 457 A. Service transition Answer: D NEW QUESTION 458 A. It is a secure library in which the latest versions of authorized software items are stored and protected. Answer: A NEW QUESTION 459 A. To ensure service design packages are handed over to service transition Answer: A NEW QUESTION 460 A. An organization supplying services to only external customers Answer: C NEW QUESTION 461 A. The process practitioner Answer: B NEW QUESTION 462 A. Technical and service Answer: D NEW QUESTION 463 A. Service and process improvement Answer: B NEW QUESTION 464 A. A functional escalation Answer: D NEW QUESTION 465 A. Actions from service review meetings should only be assigned to the service provider Answer: A Download the newest PassLeader ITIL-Foundation dumps from passleader.com now! 100% Pass Guarantee! ITIL-Foundation PDF dumps & ITIL-Foundation VCE dumps: http://www.passleader.com/itil-foundation.html (465 Q&As) (New Questions Are 100% Available and Wrong Answers Have Been Corrected! Free VCE simulator!) P.S. New ITIL-Foundation dumps PDF: https://drive.google.com/open?id=0B-ob6L_QjGLpWV9NWlZwek9RRjg
What does the continual service improvement (CSI) approach enable a business to achieve?
B. It helps the business in making decisions on improvement initiatives
C. It helps the stakeholders understand their customers
D. It dictates the way the business interacts with external suppliers
Explanation:
https://www.cherwell.com/blog/7-steps-to-continual-service-improvement-csi-success
Which of the following BEST describes an operational level agreement (OLA)?
B. It is an agreement between a supplier and another part of the same organization that assists with the provision of services.
C. It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.
D. It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.
Explanation:
http://wiki.en.it-processmaps.com/index.php/Service_Level_Management
Which of the following is NOT an objective of the operations management function?
B. Delivering operational improvements to achieve reduced costs
C. Management of the definitive media library (DML)
D. Maintenance of status quo to achieve stability of day to day processes and activities
Explanation:
https://en.wikipedia.org/wiki/Definitive_Media_Library
What is the BEST description of an external customer?
B. Anyone who gets charged for the delivered services
C. Customers who are not part of the same organization as the service provider
D. Customers for whom the cost of the service is the primary driver
Explanation:
http://smallbusiness.chron.com/internal-customer-external-customer-11698.html
How is a service delivered between departments of the same organization classified?
B. External service
C. Mission critical service
D. Organizational service
What BEST describes the value of service transition to the business?
B. It leads to gradual and continual improvement in service quality
C. It provides quick and effective access to standard services
D. It results in higher volumes of successful change
Which is an objective of access management?
B. To detect changes of state that have significance for management of an IT service
C. To assist with general information, complaints or comments
D. To minimize the impact of incidents that cannot be prevented
What should be documented as part of every process?
B. The service owner, service level agreement and set of process procedures
C. The policy owner, operational level agreement and set of process steps
D. The service manager, service contract and set of work instructions
What BEST defines serviceability?
B. How long a service or component can perform its agreed function without failure
C. The ability of a third-party supplier to meet the terms of its contract
D. The part of the business process that is critical to providing the service
In service design, which term describes services, technologies and tools?
B. Partners
C. Products
D. Processes
Explanation:
Many designs, plans and projects fail through a lack of preparation and management. The implementation of ITIL service management as a practice is about preparing and planning the effective and efficient use of the four Ps: the People, the Processes, the Products (services, technology and tools) and the Partners (suppliers, manufacturers and vendors).
https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicedesign/ITIL_Introducing%20Service%20Design%20pdf.ashx
What should a release policy include?
B. Roles and responsibilities for updating the configuration management database (CMDB)
C. Criteria and authorization to exit early life support and handover to the service operation function
D. How request for changes (RFCs) are approved for software releases in the IT production environment
Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
B. Service level management
C. Service catalogue management
D. Service capacity management
Explanation:
https://facweb.northseattle.edu/lryan/IT109%20Intro.ppt
What BEST describes an important principle of communication in service operation?
B. It has an intended purpose or a resultant action
C. It focuses on creating a relationship between processes and products
D. It has responsibility for creating policies
What is an objective of event management?
B. To detect changes of state that have significance for management of an IT service
C. To provide a channel for users to receive standard services that they are expecting
D. To minimize the impact of incidents due to service failures that cannot be prevented
Where are the details of core and enhancing services provided?
B. The configuration management system
C. The service portfolio
D. The service catalogue
Which is used to assess business demand for services?
B. Patterns of business activity
C. Provider business assets
D. Predicted business architecture
What BEST describes the value of service operation to the business?
B. It ensures IT services are continuously aligned to business requirements
C. It defines the control of service assets and configurations
D. It reduces the duration and frequency of service outages
Which process analyses services that are no longer viable and when they should be retired?
B. Service portfolio management
C. Service level management
D. Business relationship management
Explanation:
http://www.list.lu/fileadmin/files/projects/TIPA_T10_ITIL_PAM_r2_v4.1.pdf
What BEST defines roles and responsibilities in relation to process and activities?
B. Configuration baseline
C. Service model
D. RACI matrix
Explanation:
http://www.thecqi.org/Documents/community/South%20Western/Wessex%20Branch/CQI%20Wessex%20-%20RACI%20approach%207Sep10.pdf (page 9)
Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
B. Development or purchase of tools and deployment of the tools
C. Training tool administrators how to manage tools and monitoring tool performance in operational environment
D. Development or purchase of tools and deployment of the process
Which three types of metric support Continual Service Improvement (CSI) activities?
B. Process metrics, software metrics and financial metrics
C. Technology metrics, process metrics and service metrics
D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
Which of the following are CORRECT Service Design Aspects?
1. Service Solutions for new or changed services
2. Management policies and guidelines
3. Business requirements technology and management architectures
4. Process requirements technology and management architectures
B. 2 and 3
C. 3 and 4
D. 1 and 4
Explanation:
https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicedesign/ITIL_Introducing%20Service%20Design%20pdf.ashx
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
B. Service level management
C. Service operation
D. Service design
What is the BEST definition of a definitive media library?
B. It is a structured document with definitive information regarding all live IT services, including those available for deployment.
C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected.
D. It is a set of tools and databases that is used to manage knowledge, information and data.
Explanation:
One or more locations in which the definitive and authorized versions of all software configuration items are securely stored. The DML may also contain associated CI's such as licenses and documentation. The DML is a single logical storage area even if there are multiple locations. The DML is controlled by service asset and configuration management and is recorded in the configuration management system.
http://www.servicemanagementart.com/uploaded-files/resources/ITIL_Foundation_Overview_v5_5_FINAL.pdf
Which is an objective of the design coordination process?
B. To ensure that all changes are assessed for their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To handover new service level requirements to the service level management process
What BEST defines IT service management?
B. The customer of an IT service provider who defines and agrees the service targets
C. The implementation and management of quality IT services that meet business needs
D. The resources that are utilized to provide value to customers through services
Explanation:
https://en.wikipedia.org/wiki/IT_service_management
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
B. The process owner
C. The service owner
D. The process manager
Explanation:
https://en.wikiversity.org/wiki/ITIL/Foundation/Service_Management/Processes_functions_and_roles
What are the two MAJOR activities in problem management?
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive
Explanation:
http://advisera.com/20000academy/knowledgebase/itil-reactive-proactive-problem-management-two-sides-coin/
Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?
B. Baseline assessments
C. Policy and governance review
D. Measurable targets
An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?
B. A service level escalation
C. An incident resolution
D. A hierarchic escalation
Which statement about service review meetings is FALSE?
B. Meetings should be held on a regular basis to review service achievement
C. Issues for the upcoming period should be discussed at the meetings
D. Progress and success of the service improvement program (SIP) should be reviewed
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