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Question No.161
Which of the following are basic concepts used in access management?
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Personnel, electronic, network, emergency, identity
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Rights, access, identity, directory services, service/service components
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Physical, personnel, network, emergency, service
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Normal, temporary, emergency, personal, group
Correct Answer: B
Question No.162
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
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Service level management
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Financial management
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Demand management
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Risk management
Correct Answer: B
Question No.163
Which process is responsible for sourcing and delivering components of requested standard services?
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Request fulfilment
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Service portfolio management
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Service desk
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IT finance
Correct Answer: A
Question No.164
What are the categories of events described in the ITIL service operation book?
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Informational, scheduled, normal
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Scheduled, unscheduled, emergency
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Informational, warning, exception
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Warning, reactive, proactive
Correct Answer: C
Question No.165
Which of the following is an objective of business relationship management?
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To identify patterns of business activity
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To ensure high levels of customer satisfaction
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To secure funding to manage the provision of services
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To ensure strategic plans for IT services exist
Correct Answer: B
Question No.166
Which process has the following objective, #39;Produce service design packages (SDPs) based on service charters and change requests#39;?
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Service transition planning and support
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Design coordination
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Service level management
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Change management
Correct Answer: B
Question No.167
Which of the following identifies the purpose of service transition planning and support?
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Provide overall planning for service transitions and co-ordinate the resources they require
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Ensure that all service transitions are properly authorized
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Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
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To define testing scripts to ensure service transitions are unlikely to ever fail
Correct Answer: A
Question No.168
Which of the following is service transition planning and support NOT responsible for?
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Prioritizing conflicts for service transition resources
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Coordinating the efforts required to manage multiple simultaneous transitions
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Maintaining policies, standards and models for service transition activities and processes
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Detailed planning of the build and test of individual changes
Correct Answer: D
Question No.169
Which of the following is NOT an objective of request fulfillment?
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To provide information to users about what services are available and how to request them
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To update the service catalogue with services that may be requested through the service desk
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To provide a channel for users to request and receive standard services
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To source and deliver the components of standard services that have been requested
Correct Answer: B
Question No.170
What are the categories of event described in the ITIL service operation book?
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Informational, scheduled, normal
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Scheduled, unscheduled, emergency
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Informational, warning, exception
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Warning, reactive, proactive
Correct Answer: C
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