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NEW QUESTION 1
Where should the following information be stored?
1: The experience of staff
2: Records of user behaviour
3: Supplier's abilities and requirements
4: User skill levels
- A. The forward schedule of change
- B. The service portfolio
- C. A configuration management database (CMDB)
- D. The service knowledge management system (SKMS)
Answer: D
NEW QUESTION 2
Which of the following BEST describes service strategies value to the business?
- A. Allows higher volumes of successful change
- B. Reduction in unplanned costs through optimized handling of service outages
- C. Reduction in the duration and frequency of service outages
- D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
Answer: D
NEW QUESTION 3
Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
- A. Service Portfolio Management
- B. Service Level Management
- C. Component Capacity Management
- D. Demand Management
Answer: D
NEW QUESTION 4
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
- A. Where are we now?
- B. Where do we want to be?
- C. How do we get there?
- D. Did we get there?
Answer: B
NEW QUESTION 5
What is the result of carrying out an activity, following a process or delivering an IT service known as?
- A. Outcome
- B. Incident
- C. Change
- D. Problem
Answer: A
NEW QUESTION 6
Which of the following is the best definition of IT service management?
- A. An internal service provider that is embedded within a business unit
- B. A complete set of all the documentation required to deliver world class services to customers
- C. Technical implementation of supporting IT infrastructure components
- D. The implementation and management of quality IT services that meet business needs
Answer: D
NEW QUESTION 7
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
- A. Services and Infrastructure
- B. Applications and Infrastructure
- C. Resources and Capabilities
- D. Utility and Warranty
Answer: C
NEW QUESTION 8
In the phrase "People, Processes, Products and Partners". Products refers to:
- A. IT Infrastructure and Applications
- B. Services, technology and tools
- C. Goods provided by third parties to support the IT Services
- D. All assets belonging to the Service Provider
Answer: B
NEW QUESTION 9
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 10
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 11
Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
- A. Availability Management
- B. Demand Management
- C. Financial Management
- D. Service Level Management
Answer: B
NEW QUESTION 12
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 13
Effective Service Transition can significantly improve a service provider's ability to handle
high volumes of what?
- A. Service level requests
- B. Changes and Releases
- C. Password resets
- D. Incidents and Problems
Answer: B
NEW QUESTION 14
Which of the following is NOT a benefit of using public frameworks and standards?
- A. Knowledge of public frameworks is more likely to be widely distributed
- B. They are always free ensuring they can be implemented quickly
- C. They are validated across a wide range of environments making them more robust
- D. They make collaboration between organizations easier by giving a common language
Answer: B
NEW QUESTION 15
The design of IT services requires the effective and efficient use of what?
- A. People, process, partners, performance
- B. Performance, process, products, plans
- C. People, process, products, partners
- D. People, products, plans, partners
Answer: C
NEW QUESTION 16
What is the name of the group that should review changes that must be implemented faster than the normal change process?
- A. Technical management
- B. Emergency change advisory board
- C. Urgent change board
- D. Urgent change authority
Answer: B
NEW QUESTION 17
Which process will regularly anal0yse incident data to identify discernible trends?
- A. Service level management
- B. Problem management
- C. C0hange management
- D. Event management
Answer: B
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