[Free] 2018(Jan) EnsurePass Dumpsleader Exin ITIL Dumps with VCE and PDF 161-170

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ITIL Foundation (syllabus 2011)

Question No: 161 – (Topic 3)

Which of the following activities are performed by a 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: 162 – (Topic 3)

Access management is closely related to which other process?

  1. Capacity management only

  2. 3rd line support

  3. Information security management

  4. Change management

Answer: C

Question No: 163 – (Topic 3)

Which one of the following is an objective of service transition?

  1. To negotiate service levels for newservices

  2. To ensure that service changes create the expected business value

  3. To minimize the impact of service outages on day-to-day business activities

  4. To plan and manage entries in the service catalogue

Answer: B

Question No: 164 – (Topic 3)

Which of the following is the BEST reason for categorizing incidents?

  1. To establish trends for use in problem management and other IT service management(ITSM) activities

  2. To ensure service levels are met and breaches of agreements are avoided

  3. To enable the incident management database to be partitioned for greater efficiency

  4. To identify whether the user is entitled to log an incident for this particular service

Answer: A

Question No: 165 – (Topic 3)

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of quot;the four Ps.quot; What are these four Ps?

  1. People, process, partners, performance

  2. Performance, process, products, problems

  3. People, process, products, partners

  4. People, products, perspective, partners

    Answer: C

    Question No: 166 – (Topic 3)

    Which of the followingavailability management activities is/are considered to be proactive as opposed to reactive?

    1. Monitoring system availability

    2. Designing availability into a proposed solution

      1. None of the above

      2. Both of the above

      3. 1 only

      4. 2 only

Answer: D

Question No: 167 – (Topic 3)

Which one of the following is the BEST description of a service level agreement (SLA)?

  1. The part of a contract thatspecifies the responsibilities of each party

  2. An agreement between the service provider and an internal organization

  3. An agreement between a service provider and an external supplier

  4. An agreement between the service provider and their customer

Answer: D

Question No: 168 – (Topic 3)

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

  1. Local

  2. Centralized

  3. Outsourced

  4. Virtual

Answer: C

Question No: 169 – (Topic 3)

What is theprimary focus of the business management?

  1. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

  2. Review of all capacity supplier agreements and underpinning contracts with supplier management

  3. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

  4. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

    Answer: D




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    Question No: 170 – (Topic 3)

    Which of the following provide value to the business from service strategy?

    1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

    2. Enabling the service provider to respond quickly and effectively to changes in the business environment

    3. Support the creation of a portfolio of quantified services

      1. All of the above

      2. 1 and 3 only

      3. 1 and 2 only

      4. 2 and 3 only

Answer: A

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