[Free] 2019(Nov) EnsurePass Exin ITIL-F Dumps with VCE and PDF 301-310

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Question No.301

What 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?

  1. Centralized Service desk

  2. Virtual Service desk

  3. Local service desk

  4. Specialized service desk

Correct Answer: B

Question No.302

What do major incidents require?

  1. Separate procedures.

  2. Less urgency

  3. Longer timescales

  4. Less documentation

Correct Answer: A

Question No.303

Which is one of the five aspects of service design?

  1. Management information systems and tools

  2. Risk analysis and management approach

  3. Management policy for business case creation

  4. Corporate governance and policy

Correct Answer: A

Question No.304

Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

  1. Following a full change advisory board (CAB) to resolve any outstanding agenda items.

  2. During peak or holiday periods when emergencies are more likely to occur.

  3. In an emergency when it is not possible to convene a full CAB.

  4. Outside the normal working hours of the business unit.

Correct Answer: C

Question No.305

What term describes assurance that a product or service will meet its agreed requirements?

  1. Underpinning contract

  2. Warranty

  3. Service level agreement

  4. Utility

Correct Answer: B


Warranty: is fit for use; how the service is delivered; assurance that a product or service will meet its agreed requirements for availability, capacity, security, continuity

References: https://www.quia.com/jg/2634480list.html

ITIL v3: Utility and Warranty – two sides of the same coin

Question No.306

A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service. What has taken place within the SLA target?

  1. A functional escalation

  2. A service level escalation

  3. An incident resolution

  4. A hierarchic escalation

Correct Answer: D

Question No.307

Which statement is CORRECT?

  1. The configuration management system is part of the known error database

  2. The service knowledge management system is part of the configuration management system.

  3. The configuration management system is part of the service knowledge management system.

  4. The configuration management system is part of the configuration management database.

Correct Answer: C

Question No.308

Which processes are responsible for the regular review of underpinning contracts?

  1. Supplier management and service level management

  2. Supplier management and change management

  3. Availability management and service level management

  4. Supplier management and availability management

Correct Answer: A

Question No.309

Which is an example of improving service utility using service management automation?

  1. Pre-determined routing of a service request

  2. Reducing the time to compile service data

  3. Monitoring service availability

  4. Faster resource allocation

Correct Answer: D

Question No.310

How is a service delivered between departments of same organization classified?

  1. Internal Service

  2. External Service

  3. Mission Critical service

  4. Organizational service.

Correct Answer: A

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