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Question No.101
When can a known error record be raised?
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At any time it would be useful to do so
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After a workaround has been found
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2 only
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1 only
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Neither of the above
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Both of the above
Correct Answer: D
Question No.102
Which process is responsible for low risk, frequently occurring, low cost changes?
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Demand management
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Incident management
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Release and deployment management
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Request fulfilment
Correct Answer: D
Question No.103
Which process is responsible for providing the rights to use an IT service?
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Incident management
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Access management
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Change management
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Request fulfillment
Correct Answer: B
Question No.104
Which statement BEST represents the guidance on incident logging?
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Incidents must only be logged if a resolution is not immediately available
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Only incidents reported to the service desk can be logged
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All incidents must be fully logged
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The service desk decide which incidents to log
Correct Answer: C
Question No.105
Which of the following are the MAIN objectives of incident management?
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To automatically detect service-affecting events
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To restore normal service operation as quickly as possible
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To minimize adverse impacts on business operations
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1 and 2 only
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2 and 3 only
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1 and 3 only
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All of the above
Correct Answer: B
Question No.106
Which process will regularly analyze incident data to identify discernible trends?
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Service level management
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Problem management
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Change management
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Event management
Correct Answer: B
Question No.107
Which of the following statements BEST describes the aims of release and deployment management?
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To build, test and deliver the capability to provide the services specified by service design
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To ensure that each release package specified by service design consists of a set of related assets and service components
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To ensure that all changes can be tracked, tested and verified if appropriate
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To record and manage deviations, risks and issues related to the new or changed service
Correct Answer: A
Question No.108
What is the name of the group that should review changes that must be implemented faster than the normal change process?
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Technical management
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Emergency change advisory board
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Urgent change board
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Urgent change authority
Correct Answer: B
Question No.109
Which one of the following is an objective of service catalogue management?
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Negotiating and agreeing service level agreement
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Negotiating and agreeing operational level agreements
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Ensuring that the service catalogue is made available to those approved to access it
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Only ensuring that adequate technical resources are available
Correct Answer: C
Question No.110
Which one of the following can help determine the level of impact of a problem?
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Definitive media library (DML)
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Configuration management system (CMS)
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Statement of requirements (SOR)
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Standard operating procedures (SOP)
Correct Answer: B
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