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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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