[Free] 2018(Jan) EnsurePass Dumpsleader Exin ITIL Dumps with VCE and PDF 211-220

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ITIL Foundation (syllabus 2011)

Question No: 211 – (Topic 4)

Which process has the following objective 鈥淓stablish new or changed services into supported environments within the predicted cost, time and resource estimates鈥?

  1. Service strategy

  2. Service transition planning and support

  3. Service level management

  4. Change management

Answer: B

Question No: 212 – (Topic 4)

Where would all the possible service improvement opportunities berecorded?

  1. CSI register

  2. Known error database

  3. Capacity management information system

  4. Configuration management database

Answer: A

Question No: 213 – (Topic 4)

Which of the following is NOT an objective of requestfulfillment?

  1. To provide information to users about what services are available and how to request them

  2. To update the service catalogue with services that may be requested through the service desk

  3. To provide a channel for users to request and receive standard services

  4. To source and deliver the components of standard services that have been requested

Answer: B

Question No: 214 – (Topic 4)

Which of the following is NOT a benefit of using public frameworks and standards?

  1. Knowledge of public frameworks is more likely to be widely distributed

  2. They are always free ensuring they can be implemented quickly

  3. They are validated across a wide range of environments making them more robust

  4. They make collaboration between organizations easier by giving a common language

Answer: B

Question No: 215 – (Topic 4)

Which problem management activity ensures that a problem can be easilytracked and management information can be obtained?

  1. Categorization

  2. Detection

  3. Prioritization

  4. Escalation

Answer: A

Question No: 216 – (Topic 4)

Which of the following identifies the purpose of service transition planning andsupport?

  1. Provide overall planning for service transitions and co-ordinate the resources they require

  2. Ensure that all service transitions are properly authorized

  3. Provide the resources to allow all infrastructure elements of a service transition tobe recorded and tracked

  4. To define testing scripts to ensure service transitions are unlikely to ever fail

Answer: A

Question No: 217 – (Topic 4)

What are customers of an IT service provider who purchase services interms of a legally binding contract known as?

  1. Strategic customers

  2. External customers

  3. Valued customers

  4. Internal customers

Answer: B

Question No: 218 – (Topic 4)

What is a service delivered between two business units in the same organization known as?

  1. Strategic service

  2. Delivered service

  3. Internal service

  4. External service

Answer: C Explanation:


What is the act of transforming resources and capabilities into valuable service better known as?

  1. Service management

  2. Incident management

  3. Resource management

  4. Service support Answer: A

Question No: 219 – (Topic 4)

Which process would maintain policies, standards and models for service transition activities and processes?

  1. Change management

  2. Capacity management

  3. Service transition planning and support

  4. Release management

Answer: C

Question No: 220 – (Topic 4)

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

  1. A service object

  2. An incident

  3. A change

  4. A known error

Answer: D

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