[Free] 2018(Jan) EnsurePass Dumpsleader Exin ITIL Dumps with VCE and PDF 151-160

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ITIL Foundation (syllabus 2011)

Question No: 151 – (Topic 3)

What are customers of IT services who work in the same organization as the service providerknown as?

  1. Strategic customers

  2. External customers

  3. Valued customers

  4. Internal customers

Answer: D

Question No: 152 – (Topic 3)

Which one of the following is the BEST description of a service request?

  1. A request from a user for information, advice or for a standard change

  2. Anything that the customer wants and is prepared to pay for

  3. Anyrequest or demand that is entered by a user via a self-help web-based interface

  4. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

Answer: A Explanation:

ServiceRequest (Service Operation) A request from a User for information or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. See also Request Fulfillment.

Question No: 153 – (Topic 3)

In which of the following should details ofa workaround be documented?

  1. The service level agreement (SLA)

  2. The problem record

  3. The availability management information system

  4. The IT service plan

Answer: B

Question No: 154 – (Topic 3)

Which process is responsible forcontrolling, recording and reporting on the relationships between components of the IT infrastructure?

  1. Service level management

  2. Change management

  3. Incident management

  4. Service asset and configuration management

Answer: D

Question No: 155 – (Topic 3)

Which one of the following provides the CORRECTlist of processes within the service operation stage of the service lifecycle?

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

  2. Event management, incident management, change management, and accessmanagement

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

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

Answer: A

Question No: 156 – (Topic 3)

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

  1. Yes: for information purposes, a known error record can be created at any time it is prudent to do so

  2. No: the Known Error should be created before the problem is logged

  3. No: a known error record is created when the original incident is raised

  4. No: a known error record should be created with the next release of the service

    Answer: A

    Question No: 157 – (Topic 3)

    Which of the following should IT service continuity strategy be based on?

    1. Design of the service metrics

    2. Business continuity strategy

    3. Business impact analysis (BIA)

    4. Risk assessment

      1. 1, 2 and 4 only

      2. 1, 2 and 3 only

      3. 2, 3 and 4 only

      4. 1, 3 and 4 only

Answer: C

Question No: 158 – (Topic 3)

Which one of the following is NOT a responsibility of the service transaction stage of the servicelifecycle?

  1. To ensure that a service managed and operated accordance with constraints specified during design

  2. To design and develop capabilities for service management

  3. To provide good-quality knowledge and information about services

  4. To planthe resources required to manage a release

Answer: B

Question No: 159 – (Topic 3)

Which one of the following is it the responsibility of supplier management to negotiate and agree?

  1. Service level agreements (SLAs)

  2. Third-party contracts

  3. The service portfolio

  4. Operational level agreements (OLAs)

Answer: B

Question No: 160 – (Topic 3)

Which one of the following is an objective of release and deployment management?

  1. To standardize methods and procedures used for efficient and prompt handling of all changes

  2. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

  3. To ensure that the overall business risk of change is optimized

  4. To define and agree release and deployment plans with customers and stakeholders

    Answer: D

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