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NEW QUESTION 1
Which statement BEST represents the guidance on incident logging?
- A. Incidents must only be logged if a resolution is not immediately available
- B. Only incidents reported to the service desk can be logged
- C. All incidents must be fully logged
- D. The service desk decide which incidents to log
Answer: C
NEW QUESTION 2
When can a known error record be raised?
(1) At any time it would be useful to do so
(2) After a workaround has been found
- A. 2 only
- B. 1 only
- C. Neither of the above
- D. Both of the above
Answer: D
NEW QUESTION 3
Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
- A. 1, 2 and 3 only
- B. 1 and 2 only
- C. 1, 2 and 4 only
- D. All of the above
Answer: A
NEW QUESTION 4
The MAIN purpose of the Service Portfolio is to describe services in terms of?
- A. Business Value
- B. Functionality
- C. IT Assets
- D. Service Level Requirements
Answer: A
NEW QUESTION 5
Which of the following statements about incident reporting and logging is CORRECT?
- A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
- B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal servic
- C. This includes technical staff
- D. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
- E. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services
Answer: B
NEW QUESTION 6
Which of the following sentences BEST describes a Standard Change?
- A. A change to the service provider's established policies and guidelines
- B. A pre-authorized change that has an accepted and established procedure
- C. A change that is made as the result of an audit
- D. A change that correctly follows the required change process
Answer: B
NEW QUESTION 7
Which one of the following is the BEST description of a service level agreement (SLA)?
- A. The part of a contract that specifies the responsibilities of each party
- B. An agreement between the service provider and an internal organization
- C. An agreement between a service provider and an external supplier
- D. An agreement between the service provider and their customer
Answer: D
NEW QUESTION 8
Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
- A. Change management
- B. IT service continuity management
- C. Financial management for IT services
- D. Service catalog management
Answer: B
Explanation:
Reference: http://wiki.en.it-processmaps.com/index.php/ITIL_V3_Service_Design (See IT service continuity management)
NEW QUESTION 9
Which of the following can include steps that will help to resolve an incident?
1: Incident model
2: Known error record
- A. 1 only
- B. 2only
- C. Both of the above
- D. Neither of the above
Answer: C
NEW QUESTION 10
Which process is responsible for the availability, confidentiality and integrity of data?
- A. Service catalogue management
- B. Service asset and configuration management
- C. Change management
- D. Information security management
Answer: D
NEW QUESTION 11
The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business
- A. 1 and 2 only
- B. 1 only
- C. All of the above
- D. 1 and 3 only
Answer: C
NEW QUESTION 12
Which of the following is NOT an objective of problem management?
- A. Minimizing the impact of incidents that cannot be prevented
- B. Preventing problems and resulting incidents from happening
- C. Eliminating recurring incidents
- D. Restoring normal service operation as quickly as possible
Answer: D
NEW QUESTION 13
Remediation planning is BEST described in which of the following ways?
- A. Planning how to recover the cost of a change
- B. Planning the steps required to be taken if a change is unsuccessful
- C. Planning how to compensate a user for a failed change
- D. Planning how to advise the change requestor of a failed change
Answer: B
NEW QUESTION 14
Which of the following statements MOST correctly identifies the scope of design coordination activities?
- A. Only changes that introduce new services
- B. It is mandatory that all changes are subject to design coordination activity
- C. Only changes to business critical systems
- D. Any change that the organization believes could benefit
Answer: D
NEW QUESTION 15
Which of the following questions does the guidance in service strategy help to answer?
1) What services should we offer and to whom?
2) How do we differentiate ourselves from competing alternatives?
3) How do we create value for our customers?
- A. 1 only
- B. 2 only
- C. 3onfy
- D. All of the above
Answer: D
NEW QUESTION 16
Contracts relating to an outsourced Data Centre would be managed by?
- A. Service Desk
- B. IT Operations Control
- C. Technical Management
- D. Facilities Management
Answer: D
NEW QUESTION 17
Which of the following statements BEST describes the aims of release and deployment management?
- A. To build, test and deliver the capability to provide the services specified by service design
- B. To ensure that each release package specified by service design consists of a set of related assets and service components
- C. To ensure that all changes can be tracked, tested and verified if appropriate
- D. To record and manage deviations, risks and issues related to the new or changed service
Answer: A
NEW QUESTION 18
The group that authorizes changes that must be installed faster than the normal process is called the?
- A. Emergency CAB (ECAB)
- B. Urgent Change Authority (UCA)
- C. Urgent Change Board (UCB)
- D. CAB Emergency Committee (CAB/EC)
Answer: A
NEW QUESTION 19
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