EnsurepassQUESTION 291 The BEST description of the purpose of Service Operation is?   A. To decide how IT will engage with suppliers during the Service Management Lifecycle B. To proactively prevent all outages to IT Services C. To deliver and support IT Services at agreed levels to business users and customers D. To design and build processes that will meet business needs   Correct Answer: C     QUESTION 292 Which of the following sentences BEST describes a Standard Read more [...]
EnsurepassQUESTION 271 Which of the following are Service Desk organizational structures?   1. Local Service Desk 2. Virtual Service Desk 3. IT Help Desk 4. Follow the Sun   A. 2, 3 and 4 only B. 1, 2 and 4 only C. 1, 2 and 3 only D. 1, 3 and 4 only   Correct Answer: B     QUESTION 272 Which of these is NOT a responsibility of Application Management?   A. Ensuring that the correct skills are available to manage the infrastructure B. Providing guidance Read more [...]
EnsurepassQUESTION 281 Which is the correct combination of Service Management terms across the Lifecycle?     A. 1A, 2B, 3C, 4D B. 1C, 2D, 3A, 4B C. 1C, 2B, 3A, 4D D. 1B, 2C, 3D, 4A   Correct Answer: C     QUESTION 282 Which of the following is the BEST definition of an Incident?   A. A warning that a threshold has been reached, something has changed, or a failure has occurred B. An unplanned interruption to an IT service or reduction in the quality Read more [...]
EnsurepassQUESTION 251 Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?   A. Extreme focus on cost B. Extreme focus on responsiveness C. Vendor focused D. Extreme internal focus   Correct Answer: D     QUESTION 252 Which of the following statements is INCORRECT?   A. The Service Knowledge Management System (SKMS) includes Configuration Read more [...]
EnsurepassQUESTION 261 Which of the following would NOT be a task carried out by the Request Fulfillment process?   A. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media) B. Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists C. Provision of information used to compare actual performance against design standards D. Provision of information Read more [...]
EnsurepassQUESTION 231 What is the act of transforming resources and capabilities into valuable service better known as?   A. Service management B. Incident management C. Resource management D. Service support   Correct Answer: A     QUESTION 232 Where would all the possible service improvement opportunities be recorded?   A. CSI register B. Known error database C. Capacity management information system D. Configuration management database   Read more [...]
EnsurepassQUESTION 241 Which of these statements about Service Desk staff is CORRECT?   A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries Read more [...]
EnsurepassQUESTION 211 Which reason describes why ITIL is so successful?   A. The five ITIL volumes are concise B. It is not tied to any particular vendor platform C. It tells service providers exactly how to be successful D. It is designed to be used to manage projects   Correct Answer: B     QUESTION 212 Which of the following is NOT an objective of request fulfillment?   A. To provide information to users about what services are available and how to Read more [...]
EnsurepassQUESTION 221 Which Functions are included in IT operations management?   A. Network management and application management B. Technical management and change management C. IT operations control and facilities management D. Facilities management and release management   Correct Answer: C     QUESTION 222 What type of record should you raise whe n a problem diagnosis is complete and a workaround is available?   A. A service object B. An incident Read more [...]
EnsurepassQUESTION 191 Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?   A. Service strategy B. Service transition C. Service operation D. Continual service improvement Correct Answer: C     QUESTION 192 Which process would maintain policies, standards and models for service transition activities and processes?   A. Change management B. Capacity management C. Service transition Read more [...]
EnsurepassQUESTION 201 Which of the following statement about the service owner is INCORRECT?   A. Carries out the day-to-day monitoring and operation of the service they own B. Contributes to continual improvement affecting the service they own C. Is a stakeholder in all of the IT processes which support the service they own D. Is accountable for a specific service within an organization   Correct Answer: A     QUESTION 202 Which two elements of financial management Read more [...]