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NEW QUESTION 1
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
- A. Return on investment (ROI), value on investment (VOI), quality
- B. Strategic, tactical and operational
- C. Critical success factors (CSFs), key performance indicators (KPIs), activities
- D. Technology, process and service
Answer: D
NEW QUESTION 2
Which of the following activities are performed by a service desk?
1: Logging details of incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Implementing all standard changes
- A. All of the above
- B. 1, 2 and 3 only
- C. 2 and 4 only
- D. 3 and 4 only
Answer: B
NEW QUESTION 3
Hierarchic escalation is BEST described as?
- A. Notifying more senior levels of management about an incident
- B. Passing an incident to people with a greater level of technical skill
- C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
- D. Failing to meet the incident resolution times specified in a service level agreement
Answer: A
NEW QUESTION 4
Which of the following is the BEST description of a centralized service desk?
- A. The desk is co-located within or physically close to the user community it serves
- B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
- C. The desk provides 24 hour global support
- D. There is a single desk in one location serving the whole organization
Answer: D
NEW QUESTION 5
Which of the following is an enabler of best practice?
- A. Standards
- B. Technology
- C. Academic research
- D. Internal experience
Answer: B
NEW QUESTION 6
Where would you expect incident resolution targets to be documented?
- A. A service level agreement (SLA)
- B. A request for change (RFC)
- C. The service portfolio
- D. A service description
Answer: A
NEW QUESTION 7
Which of the following BEST describes a Change Authority?
- A. The Change Advisory Board
- B. A person that provides formal authorisation for a particular type of chang
- C. A role, person or a group of people that provides formal authorisation for a particular type of chang
- D. The Change Manager who provides formal authorisation for each change
Answer: C
NEW QUESTION 8
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
- A. Whether to buy an application or build it
- B. Should application development be outsourced
- C. Who the vendor of the storage devices will be
- D. Where the vendor of an application is located
Answer: A
NEW QUESTION 9
Which of the following should NOT be a concern of Risk Management?
- A. To ensure that the organization can continue to operate in the event of a major disruption or disaster
- B. To ensure that the workplace is a safe environment for its employees and customers
- C. To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
- D. To ensure only the change requests with mitigated risks are approved for implementation
Answer: D
NEW QUESTION 10
What is the definition of an Alert?
- A. An error message to the user of an application
- B. An audit report that indicates areas where IT is not performing according to agreed procedures
- C. A warning that a threshold has been reached or that something has changed
- D. A type of Incident
Answer: C
NEW QUESTION 11
Which is the correct combination of Service Management terms across the Lifecycle?
- A. 1A, 2B, 3C, 4D
- B. 1C, 2D, 3A, 4B
- C. 1C, 2B, 3A, 4D
- D. 1B, 2C, 3D, 4A
Answer: C
NEW QUESTION 12
How many people should be accountable for a process as defined in the RACI model?
- A. As many as necessary to complete the activity
- B. Only one - the process owner
- C. Two - the process owner and the process enactor
- D. Only one - the process architect
Answer: B
NEW QUESTION 13
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
- A. The change authorization board
- B. The change advisory board
- C. The change implementer
- D. The change manager
Answer: B
NEW QUESTION 14
When tan a known error record tie raised?
1) At any time when it would be useful to do so
2) After a workaround has been found
- A. 2onty
- B. 1 only
- C. Neither of the above
- D. Both of the above
Answer: C
NEW QUESTION 15
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
- A. The utility of a service
- B. The warranty of a service
- C. The economic value of a service
- D. Return on investment
Answer: A
NEW QUESTION 16
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
- A. Employers
- B. Stakeholders
- C. Regulators
- D. Accreditors
Answer: B
NEW QUESTION 17
Which of the following BEST describes a problem?
- A. An issue reported by a user
- B. The cause of two or more incidents
- C. A serious incident which has a critical impact to the business
- D. The cause of one or more incidents
Answer: D
NEW QUESTION 18
What is the PRIMARY process for strategic communication with the service provider's customers?
- A. Service catalogue management
- B. Service portfolio management
- C. Service desk
- D. Business relationship management
Answer: D
NEW QUESTION 19
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