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NEW QUESTION 1
Which of the following statements about communication within Service Operation are CORRECT?
1: All communication must have an intended purpose or resultant action
2: Communication should not take place without a clear audience
- A. 1 only
- B. 2 only
- C. Both of the above
- D. None of the above
Answer: C
NEW QUESTION 2
Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
- A. Technology, Customer, User
- B. Corporate, Customer, Service
- C. Corporate, Customer, Technology
- D. Service, User, IT
Answer: B
NEW QUESTION 3
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
- A. A service option
- B. A service transition package (STP)
- C. A service design package (SDP)
- D. A service charter
Answer: C
NEW QUESTION 4
Which one of the following is the BEST description of a relationship in service asset and configuration management?
- A. Describes the topography of the hardware
- B. Describes how the configuration items (CIs) work together to deliver the services
- C. Defines which software should be installed on a particular piece of hardware
- D. Defines how version numbers should be used in a release
Answer: B
NEW QUESTION 5
Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?
- A. Continual Service Improvement
- B. Service Transition
- C. Service Design
- D. Service Operation
Answer: D
NEW QUESTION 6
Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
- A. To ensure that a service managed and operated accordance with constraints specified during design
- B. To design and develop capabilities for service management
- C. To provide good-quality knowledge and information about services
- D. To plan the resources required to manage a release
Answer: B
NEW QUESTION 7
What is the name of the group that should review changes that must be implemented faster than the normal change process?
- A. Technical management
- B. Emergency change advisory board
- C. Urgent change board
- D. Urgent change authority
Answer: B
NEW QUESTION 8
Which of the following statements describes the objectives of service asset and configuration management?
1: To identify, control, report and verify service assets and configuration items (CIs)
2: To account for, manage and protect the integrity of service assets and configuration items
3: To establish and maintain an accurate and complete configuration management system
4: To document all security controls together with their operation and maintenance
- A. 1 and 2 only
- B. 1, 2, and 3 only
- C. 1, 3 and 4 only
- D. All of the above
Answer: A
Explanation:
Reference:.http://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicetransition/s ervice_asset/ITIL_guide%20to%20SA%20and%20CM%20management%20pdf.(see 'The purpose and objectives of service asset and configuration management; first and second bullet)
NEW QUESTION 9
Which of the following availability management activities are considered to be proactive as opposed to reactive?
1) Monitoring system availability
2) Designing availability into a proposed solution
- A. Neither of the above
- B. Both of the above
- C. 1 only
- D. 2 only
Answer: D
NEW QUESTION 10
Availability management is directly responsible for the availability of which of the following?
- A. IT services and components
- B. IT services and business processes
- C. Components and business processes
- D. IT services, components and business processes
Answer: A
NEW QUESTION 11
In which of the following areas would ITIL complementary guidance provide assistance?
1: Adapting best practice for specific industry sectors
2: Integrating ITIL with other operating models
- A. Both of the above
- B. Neither of the above
- C. Option 1 only
- D. Option 2 only
Answer: A
NEW QUESTION 12
Which of the following are benefits to the business of implementing service transition?
1: Better reuse and sharing of assets across projects and resources
2: Reduced cost to design new services
3: Result in higher volume of successful changes
- A. 1 and 2 only
- B. 2 and 3 only
- C. 1 and 3 only
- D. None of the above
Answer: C
NEW QUESTION 13
"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?
- A. Functions and Processes
- B. Markets and Customers
- C. Applications and Infrastructure
- D. People, products and technology
Answer: A
NEW QUESTION 14
Which process is responsible for frequently occurring changes where risk and cost are low?
- A. Access management
- B. Request Fulfillment
- C. Release and Deployment Management
- D. Incident Management
Answer: B
NEW QUESTION 15
Which one of the following statements BEST describes a definitive media library (DML)?
- A. A secure location where definitive hardware spares are held
- B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
- C. A database that contains definitions of all media CIs
- D. A secure library where definitive authorized versions of all software and back-ups are stored and protected
Answer: B
NEW QUESTION 16
Which of the following is the BEST definition of an Incident?
- A. Loss of ability to operate to specification, or to deliver the required output
- B. A change of state which has significance for the management of a Configuration Item or IT Service
- C. A warning that a threshold has been reached, something has changed, or a failure has occurred
- D. An unplanned interruption to an IT service or reduction in the quality of an IT service
Answer: D
NEW QUESTION 17
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
- A. Local
- B. Centralized
- C. Outsourced
- D. Virtual
Answer: C
NEW QUESTION 18
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
- A. Event management, incident management, problem management, request fulfillment, and access management
- B. Event management, incident management, change management, and access management
- C. Incident management, problem management, service desk, request fulfillment, and event management
- D. Incident management, service desk, request fulfillment, access management, and event management
Answer: A
NEW QUESTION 19
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