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NEW QUESTION 1
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 request them
- B. To update the service catalogue with services that may be requested through the service desk
- C. To provide a channel for users to request and receive standard services
- D. To source and deliver the components of standard services that have been requested
Answer: B
NEW QUESTION 2
Which one of the following is NOT a valid purpose or objective of problem management?
- A. To prevent problems and resultant incidents
- B. To manage problems throughout their lifecycle
- C. To restore service to a user
- D. To eliminate recurring incidents
Answer: C
NEW QUESTION 3
Which of the following statements about processes is INCORRECT?
- A. The output from a process has to conform to operational norms derived from business objectives
- B. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
- C. The objective of any IT process should be expressed in terms of business benefits and goals
- D. A process may define policies, standards and guidelines
Answer: B
NEW QUESTION 4
Which of the following is the BEST definition of a Risk?
- A. Something that won't happen
- B. Something that will happen
- C. Something that has happened
- D. Something that might happen
Answer: D
NEW QUESTION 5
Which of the following do Technology metrics measure?
- A. Components
- B. Processes
- C. The end to end service
- D. Customer satisfaction
Answer: A
NEW QUESTION 6
In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?
- A. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
- B. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability
- C. There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed
- D. It is possible that responsiveness may suffer and customers needs may not be met within business timescales
Answer: D
NEW QUESTION 7
Which of the following provides resources to resolve operational and support issues during Release and Deployment?
- A. Early Life Support
- B. Service Test Manager
- C. Evaluation
- D. Release Packaging and Build Manager
Answer: A
NEW QUESTION 8
Identity and Rights are two major concepts involved in which one of the following processes?
- A. Access Management
- B. Facilities Management
- C. Event Management
- D. Demand Management
Answer: A
NEW QUESTION 9
Which of the following is the BEST description of a service-based service level agreement (SLA)?
- A. The SLA covers one service, for all the customers of that service
- B. The SLA covers an individual customer group for all services they use
- C. An SLA that covers all customers for all services
- D. An SLA for a service with no customers
Answer: A
NEW QUESTION 10
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
- A. User
- B. Customer
- C. Supplier
- D. Administrator
Answer: B
NEW QUESTION 11
Which one of the following is NOT part of the service design stage of the service lifecycle?
- A. Designing and maintaining all necessary service transition packages
- B. Producing quality, secure and resilient designs for new or improved services
- C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
- D. Measuring the effectiveness and efficiency of service design and the supporting processes
Answer: A
NEW QUESTION 12
Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
- A. Service Portfolio Management
- B. Service Level Management
- C. Component Capacity Management
- D. Demand Management
Answer: D
NEW QUESTION 13
Which one of the following would NOT involve event management?
- A. Intrusion detection
- B. Recording and monitoring environmental conditions in the data centre
- C. Recording service desk staff absence
- D. Monitoring the status of configuration items
Answer: C
Explanation:
Reference: http://wiki.en.it-processmaps.com/index.php/Event_Management
NEW QUESTION 14
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
- A. Service level management
- B. Financial management
- C. Demand management
- D. Risk management
Answer: B
NEW QUESTION 15
Which of the following is concerned with fairness and transparency?
- A. Capacity management
- B. Governance
- C. Service design
- D. Service level management
Answer: B
NEW QUESTION 16
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
- A. Service operation
- B. Service transition
- C. Continual service improvement
- D. Service strategy
Answer: C
NEW QUESTION 17
The difference between service metrics and technology metrics is BEST described as?
- A. Service metrics measure the end to end service; Technology metrics measure individual components
- B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
- C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
- D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
Answer: A
NEW QUESTION 18
Which one of the following is NOT the responsibility of service catalogue management?
- A. Ensuring that information in the service catalogue is accurate
- B. Ensuring that service level agreements are maintained
- C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
- D. Ensuring that all operational services are recorded in the service catalogue
Answer: B
NEW QUESTION 19
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