[Free] 2019(Nov) EnsurePass Exin ITIL-F Dumps with VCE and PDF 311-320

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Question No.311

Which is the BEST definition of a service?

  1. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes

  2. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

  3. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.

  4. It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).

Correct Answer: B

Question No.312

What does the term quot;Wisdomquot; represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?

  1. The complete collection of all data and data repositories in the organization

  2. The knowledge to manage organization processes and people

  3. The complete collection of all process management structures in the organization

  4. The contextual awareness to provide strong common sense judgement

Correct Answer: D

Question No.313

Which is an example of an internal customer?

  1. A customer who has a contract with an internet service provider for a broadband connection

  2. The HR department whose payroll service is provided by their organization#39;s IT department

  3. An IT department that uses a network service obtained from a supplier

  4. A retail bank that outsources its infrastructure to athird-party supplier

Correct Answer: B

Question No.314

Which is a reason why incident management interfaces with service level management?

  1. To ensure that problem records are circulated to all customers

  2. To ensure that the status of faulty configuration items (CI) is recorded

  3. To ensure that incident resolution times are aligned with business needs

  4. To ensure that incident workarounds are acceptable to the customers

Correct Answer: C

Question No.315

Remediation planning is a key part of which process?

  1. Capacity management

  2. Change management

  3. Financial management for IT services

  4. Availability management

Correct Answer: B

Question No.316

Which of the following is an example of proactive problem management?

  1. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

  2. Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist

  3. Suspicion or detection of a cause of one or more incidents by the service desk

  4. Trending of historical incident records to identify one or more underlying causes

Correct Answer: B

Question No.317

What is defined as quot;any change of state that has significance for the management of an IT servicequot;?

  1. A request for change

  2. An incident

  3. A problem

  4. An event

Correct Answer: D


Event: Any change of state that has significance for the management of an IT service or other configuration item. The term can also be used to mean an alert or notification created by any IT service, Configuration Item or a Monitoring tool. Events typically require IT Operations personnel to take actions and often lead to Incidents being logged.

Question No.318

Which statement about change management is CORRECT?

  1. It optimizes overall business risk

  2. It optimizes financial exposure

  3. It ensures that all changes are authorized by the change advisory board (CAB)

  4. It ensures that servicerequests follow the normal change management process

Correct Answer: C

Question No.319

What are sources of best practice?

  1. Customers, suppliers, advisors

  2. Industry practices, academic research, training and education

  3. Substitutes, regulators, customers

  4. Competition, compliance, commitments

Correct Answer: B

Question No.320

Which is an objective of the service design lifecycle stage?

  1. To embed continual service improvement (CSI) in all service design activities

  2. To ensure that all service design activities use the minimum amount of resources

  3. To monitor service level targets as agreed in service level agreements

  4. To create and maintain a portfolio of quantified services

Correct Answer: A




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