Get Full Version of the Exam
http://www.EnsurePass.com/ITIL-F.html
Question No.131
Which process is responsible for discussing reports with customers showing whether services have met their targets?
-
Continual service improvement
-
Change management
-
Service level management
-
Availability management
Correct Answer: C
Question No.132
Where would you expect incident resolution targets to be documented?
-
A service level agreement (SLA)
-
A request for change (RFC)
-
The service portfolio
-
A service description
Correct Answer: A
Question No.133
Hierarchic escalation is BEST described as?
-
Notifying more senior levels of management about an incident
-
Passing an incident to people with a greater level of technical skill
-
Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
-
Failing to meet the incident resolution times specified in a service level agreement
Correct Answer: A
Question No.134
Which of the following are objectives of service level management?
-
Defining, documenting and agreeing the level of IT services to be provided
-
Monitoring, measuring and reporting the actual level of services provided
-
Monitoring and improving customer satisfaction
-
Identifying possible future markets that the service provider could operate in
-
1, 2 and 3 only
-
1 and 2 only
-
1, 2 and 4 only
-
All of the above
Correct Answer: A
Question No.135
Which one of the following is the purpose of service level management?
-
To carry out the service operations activities needed to support current IT services
-
To ensure that sufficient capacity is provided to deliver the agreed performance of services
-
To create and populate a service catalogue
-
To ensure that an agreed level of IT service is provided for all current IT services
Correct Answer: D
Question No.136
Which of the following identifies the purpose of design coordination?
-
Provide a single point of control for all activities and processes within the service design stage of
the lifecycle
-
Ensuring all service designs have availability designed into them
-
Designing of all the links between every service design process and all other processes in the service lifecycle
-
Control of all supplier relationships from design right through to the production environment
Correct Answer: A
Question No.137
Access management is closely related to which other process?
-
Capacity management only
-
3rd line support
-
Information security management
-
Change management
Correct Answer: C
Question No.138
Which process includes business, service and component sub-processes?
-
Capacity management
-
Incident management
-
Service level management
-
Financial management
Correct Answer: A
Question No.139
Which process would you MOST expect to be involved in the management of underpinning contracts?
-
Change management
-
Service catalogue management
-
Supplier management
-
Release and deployment management
Correct Answer: C
Question No.140
Which statement about the service portfolio is TRUE?
-
The service portfolio includes all services except those managed by third parties
-
It is an integral part of the service catalogue
-
It allows the organization unlimited resources when planning for new service deployments
-
It represents all resources presently engaged or being released in various stages of the service lifecycle
Correct Answer: D
Get Full Version of the Exam
ITIL-F Dumps
ITIL-F VCE and PDF