[Free] 2018(Jan) EnsurePass Dumpsleader Exin ITIL Dumps with VCE and PDF 291-300

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ITIL Foundation (syllabus 2011)

Question No: 291 – (Topic 5)

In Service Operation, if too much emphasis is placed on #39;Stability#39;, what might the likely outcome be in terms of responsiveness to customer needs?

  1. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery

  2. From the information given, it isnot possible to comment regarding the impact on responsiveness of over-emphasis on stability

  3. There is only likely to be a positive outcome from improved stability – the customers must be made fully aware of this and their expectations regarding responsiveness must be managed

  4. It is possible that responsiveness may suffer and customers needs may not be met within business timescales

Answer: D

Question No: 292 – (Topic 5)

Which of the following is NOT an objective of problem management?

  1. Minimizing the impact of incidents that cannot be prevented

  2. Preventing problems and resulting incidents from happening

  3. Eliminating recurring incidents

  4. Restoring normal service operation as quickly as possible

Answer: D

Question No: 293 – (Topic 5)

Which of these statements about Service Desk staff is CORRECT?

  1. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

  2. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

  3. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

  4. TheService Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

Answer: C

Question No: 294 – (Topic 5)

Which of the following models would be MOST useful in helping to define an organizational structure?

  1. RACI model

  2. Service Model

  3. Continual Service improvement (CSI) model.

  4. The Deming Cycle

Answer: A

Question No: 295 – (Topic 5)

Service Acceptance criteria are used to?

  1. Ensure the design stage of the Lifecycle

  2. Ensure Portfolio Management is in place

  3. Ensure delivery and support of a service

  4. Ensure service Key Performance Indicators (KPIs) are reported

Answer: C

Topic 6, Volume F

Question No: 296 – (Topic 6)

Which statement about Service Level Agreements (SLAs) is CORRECT?

  1. They must contain legal wording because of their importance

  2. There should always be a separate SLA for each specific customer

  3. The wording must be clear and concise to allow no room for ambiguity

  4. Changes to the SLA can only be requested by thecustomer

Answer: C

Question No: 297 – (Topic 6)

Which of these would fall outside the scopeof a typical service change management process?

  1. A change to a contract with a supplier

  2. A firmware upgrade to a server that is only used for IT Service Continuity purposes

  3. An urgent need to replace a CPU to restore a service during an incident

  4. A change to a business process that depends on IT Services

Answer: D

Question No: 298 – (Topic 6)

Which of the following is the BEST definition of a Risk?

  1. Something that won#39;t happen

  2. Something that will happen

  3. Something that has happened

  4. Something that might happen

Answer: D

Question No: 299 – (Topic 6)

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating tocomponents of the IT infrastructure?

  1. Service Level Management

  2. Change Management

  3. Incident Management

  4. Service Asset and Configuration Management

Answer: D

Question No: 300 – (Topic 6)

When should tests for a new service be designed?

  1. At the same time as the service is designed

  2. After the service has been designed, before the service is handed over to ServiceTransition

  3. As part of Service Transition

  4. Before the service is designed

Answer: A

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