Get Full Version of the Examhttp://www.EnsurePass.com/ITIL-F.html Question No.311Which is the BEST definition of a service?is a means of delivering value to customers by facilitating outcomes according to how they are defined in processesIt is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.It is a means of delivering value customers by facilitating outcomes 100 percent of the time.It is a means of delivering Read more [...]
Get Full Version of the Examhttp://www.EnsurePass.com/ITIL-F.html Question No.301What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?Centralized Service deskVirtual Service deskLocal service deskSpecialized service deskCorrect Answer: B Question No.302What do major incidents require?Separate procedures.Less urgencyLonger timescalesLess documentationCorrect Answer: A Question No.303Which is one of the Read more [...]
Get Full Version of the Examhttp://www.EnsurePass.com/ITIL-F.html Question No.291What BEST describes an important principle of communication in service operation?It is efficient, effective and economical for all IT services.It has an intended purpose or a resultant action.It focuses on creating a relationship between processes and products.It has responsibility for creating policies.Correct Answer: A Question No.292What is the type of notification that should be sent when a threshold has been Read more [...]
Get Full Version of the Examhttp://www.EnsurePass.com/ITIL-F.html Question No.281What should the IT service continuity process primarily support?Critical IT processesAll the services in the service portfolioBusiness continuity strategyMission critical services at peak business periodsCorrect Answer: C Question No.282Which is an objective of the design coordination process?To ensure service design packages are handed over to service transitionTo ensure that all changes are assessed for their impact Read more [...]
Get Full Version of the Examhttp://www.EnsurePass.com/ITIL-F.html Question No.271Which statement about Business Cases is TRUE?Business Cases should focus on both the financial and non-financial impacts of the proposed projector service.Business Cases should focus on only the financial impacts of the proposed project to secure support and funding.Business Cases should focus on only the non-financial business impacts of the proposed project to secure proper high-level management support.Business Read more [...]
Get Full Version of the Examhttp://www.EnsurePass.com/ITIL-F.html Question No.261Which three types of metric support Continual Service Improvement (CSI) activities?Technology metrics, service desk metrics and Key Performance Indicator (KPI) metricsProcess metrics, software metrics and financial metricsTechnology metrics, process metrics and service metricsService metrics, technology metrics and Key Performance Indicator (KPI) metricsCorrect Answer: C Question No.262Which of the following BEST Read more [...]
Get Full Version of the Examhttp://www.EnsurePass.com/ITIL-F.html Question No.251Where should all master copies of controlled software and documentation be stored?In the definitive software libraryIn the definitive media libraryIn the definitive security libraryIn the definitive production libraryCorrect Answer: B Question No.252What is the BEST description of a change proposal?Any request for change (RFC.submitted to change managementAn authorised change submitted to release and deploymentAn Read more [...]
Get Full Version of the Examhttp://www.EnsurePass.com/ITIL-F.html Question No.241Which statement is CORRECT?A function is a set of responsibilities allocated to a service managerA process is a team or group of people and the tools they use to perform one or more activitiesA function is a set of specialised organisational capabilitiesA process is a structured set of activities designed to accomplish a specific objectiveCorrect Answer: D Question No.242What is the CORRECT definition of service management?A Read more [...]
Get Full Version of the Examhttp://www.EnsurePass.com/ITIL-F.html Question No.231In service design, which term describes services, technologies and tools?PeoplePartnersProductsProcessesCorrect Answer: C Question No.232When should a known error be raised?Only when the root cause is found and a workaround existsAs soon as it becomes useful to do soOnly when the error in the IT Service is foundAs soon as the major problem procedure is executedCorrect Answer: B Question No.233Which stage of the service Read more [...]
Get Full Version of the Examhttp://www.EnsurePass.com/ITIL-F.html Question No.221Which statement about service review meetings is FALSE?Actions from service review meetings should only be assigned to the service providerMeetings should be held on a regular basis to review service achievementIssues for the upcoming period should be discussed at the meetingsProgress and success of the service improvement programme (SIP) should be reviewedCorrect Answer: A Question No.222Which statement about the Read more [...]
Get Full Version of the Examhttp://www.EnsurePass.com/ITIL-F.html Question No.211Access management is responsible for implementing policies defined in which process?Service portfolio managementInformation security managementChange managementProblem managementCorrect Answer: B Question No.212ITSM concepts are often described in the context of only one of these type. Type I, type II and type III.Service UnitsBusiness UnitsService ProvidersCustomersCorrect Answer: C Question No.213Which process is Read more [...]