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Free ITILF2011 Demo Online For Microsoft Certifitcation:
NEW QUESTION 1
Which Function would provide staff to monitor events in a Network Operations Centre?
- A. IT Operations Management
- B. Applications Management
- C. Service Desk
- D. Technical Management
Answer: A
NEW QUESTION 2
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 3
Which one of the following activities would be performed by access management?
- A. Providing physical security for staff at data centers and other buildings
- B. Managing access to computer rooms and other secure locations
- C. Managing access to the service desk
- D. Managing the rights to use a service or group of services
Answer: D
NEW QUESTION 4
Which of these recommendations is good practice for Service Level Management?
1) Include legal terminology in Service Level Agreements (SLAs)
2) It is NOT necessary to be able to measure all the targets in an SLA
- A. 1 only
- B. 2 only
- C. Both of the above
- D. Neither of the above
Answer: D
NEW QUESTION 5
Which one of the following generates demand for services?
- A. Infrastructure trends
- B. Patterns of business activity (PBA)
- C. Cost of providing support
- D. Service level agreements (SLA)
Answer: B
NEW QUESTION 6
Which of these should a change model include?
1: The steps that should be taken to handle the change
2: Responsibilities; who should do what, including escalation
3: Timescales and thresholds for completion of the actions
4: Complaints procedures
- A. 1, 2 and 3 only
- B. All of the above
- C. 1 and 3 only
- D. 2 and 4 only
Answer: A
NEW QUESTION 7
When should tests for a new service be designed?
- A. At the same time as the service is designed
- B. After the service has been designed, before the service is handed over to Service Transition
- C. As part of Service Transition
- D. Before the service is designed
Answer: A
NEW QUESTION 8
Which of the following is an objective of business relationship management?
- A. To identify patterns of business activity
- B. To ensure high levels of customer satisfaction
- C. To secure funding to manage the provision of services
- D. To ensure strategic plans for IT services exist
Answer: B
NEW QUESTION 9
How is the Service Catalogue used to add value to the service provider organization?
- A. Providing a central source of information on the IT services delivered
- B. Showing the business impact of a change
- C. Displaying the relationships between configuration items
- D. To predict the root cause of issues in the IT infrastructure
Answer: A
NEW QUESTION 10
A Service design package (SDP) would normally be produced for which of the following?
1: A new IT service
2: A major change to an IT service
3: An emergency change to an IT service
4: An IT service retirement
- A. 2, 3 and 4 only
- B. 1, 2 and 4 only
- C. None of the above
- D. All of the above
Answer: B
NEW QUESTION 11
Which of the following is NOT a valid objective of problem management?
- A. To prevent problems and their 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 12
Which is the correct definition of a customer facing service?
- A. One which directly supports the business processes of customers
- B. A service that cannot be allowed to fail
- C. One which is not covered by a service level agreement
- D. A service not directly used by the business
Answer: A
NEW QUESTION 13
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 14
Which process or function is responsible for the Definitive Media Library and Definitive Spares?
- A. Facilities Management
- B. Access Management
- C. Request Fulfilment
- D. Service Asset and Configuration Management
Answer: D
NEW QUESTION 15
Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?
- A. RACI model
- B. Incident model
- C. Continual service improvement (CSI) model
- D. The Deming Cycle
Answer: A
NEW QUESTION 16
Which of the following areas would technology help to support during the service lifecycle?
1: Data mining and workflow
2: Measurement and reporting
3: Release and deployment
4: Process design
- A. 2, 3 and 4 only
- B. 1, 3 and 4 only
- C. 1, 2 and 3 only
- D. All of the above
Answer: D
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