[Free] 2018(Jan) EnsurePass Dumpsleader Exin ITIL Dumps with VCE and PDF 311-320

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ITIL Foundation (syllabus 2011)

Question No: 311 – (Topic 6)

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?

  1. An internal service provider embedded within a business unit

  2. An internal service provider that provides shared IT services

  3. An external service provider

  1. All of the above

  2. 1 and 2 only

  3. 1 and 3 only

  4. 2 and 3 only

    Answer: A

    Question No: 312 – (Topic 6)

    A consultant has made two recommendations to you in a report:

    1. To include legal terminology in your Service Level Agreements (SLAs)

    2. It is not necessary to be able to measure all the targets in an SLA

      Which of the recommendations conform to Service Level Management good practice?

      1. 1 only

      2. 2 only

      3. Both of the above

      4. Neither of the above

Answer: D

Question No: 313 – (Topic 6)

quot;Planning and managing the resources required to deploy a release into productionquot; is a purpose of which part of the Service Lifecycle?

  1. Service Operation

  2. Service Strategy

  3. Service Transition

  4. Continual Service Improvement

Answer: C

Question No: 314 – (Topic 6)

The consideration of business outcomes and value creation are principles of which part of the ServiceLifecycle?

  1. Continual Service Improvement

  2. Service Strategy

  3. Service Design

  4. Service Transition

Answer: B

Question No: 315 – (Topic 6)

How is the Service Catalogue used to add value to the service provider organization?

  1. Providing a central source of informationon the IT services delivered

  2. Showing the business impact of a change

  3. Displaying the relationships between configuration items

  4. To predict the root cause of issues in the IT infrastructure

Answer: A

Question No: 316 – (Topic 6)

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

  1. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

  2. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

  3. Produce and maintain all necessary Service Transition packages

  4. Measuring the effectiveness and efficiency of Service Design and the supporting processes

Answer: C

Question No: 317 – (Topic 6)

Which of the following activities are helped by recording relationships between Configuration Items (CIs)?

  1. Assessing the impact and cause of Incidents and Problems

  2. Assessing the impact of proposed Changes

  3. Planning and designing a Change to an existing service

  4. Planning a technology refresh or software upgrade

  1. 1 and 2 only

  2. All of the above

  3. 1, 2 and 4 only

  4. 1, 3 and 4 only

Answer: B

Question No: 318 – (Topic 6)

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

  1. An SLA is legally binding, an OLA is a best efforts agreement

  2. An SLA defines the service to be provided, an OLA defines internalsupport needed to deliver the service

  3. An SLA defines Service Level Requirements, an OLA defines Service Level Targets

  4. An SLA is with an external customer, an OLA is with an internal customer

Answer: A

Question No: 319 – (Topic 6)

What is the Service Pipeline?

  1. All services that are at a conceptual or development stage

  2. All services except those that have been retired

  3. All services that are contained within the Service Level Agreement (SLA)

  4. All complex multi-user services

Answer: A

Question No: 320 – (Topic 6)

In which of the following situations should aProblem Record be created?

  1. An event indicates that a redundant network segment has failed but it has not impacted any users

  2. An Incident is passed to second-level support

  3. A Technical Management team identifies a permanent resolution to a number ofrecurring Incidents

  4. Incident Management has found a workaround but needs some assistance in implementing it

Answer: C

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