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Exam Number/Code: ITILF2011
Exam name: The ITIL Foundation - 2011
n questions with full explanations
Certification: ISEB Certification
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Q41. Which of the following BEST describes a problem? 

A. An issue reported by a user 

B. The cause of two or more incidents 

C. A serious incident which has a critical impact to the business 

D. The cause of one or more incidents 

Answer:


Q42. What guidance does ITIL give on the frequency of production of service reporting? 

A. Service reporting intervals must be defined and agreed with the customers 

B. Reporting intervals should be set by the service provider 

C. Reports should be produced weekly 

D. Service reporting intervals must be the same for all services 

Answer:


Q43. A process owner is responsible for which of the following? 

1: Defining the process strategy 

2: Assisting with process design 

3: Improving the process 

4: Performing all activities involved in a process 

A. 2, 3 and 4 only 

B. All of the above 

C. 1, 2 and 3 only 

D. 1, 2 and 4 only 

Answer:


Q44. What is the primary focus of the business management? 

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology 

B. Review of all capacity supplier agreements and underpinning contracts with supplier management 

C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services 

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion 

Answer:

Explanation:

Reference: https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=5&cad=rja&ved=0CE 0QFjAE&url=http%3A%2F%2Fregions.cmg.org%2Fregions%2Frmcmg%2F2010Fall%2FC MG%2520CM%2C%2520DM%2C%2520and%2520PE%2520Integration.ppt&ei=c0A-Uc7eDMeqO9ibgOAN&usg=AFQjCNFgdYh4ouidwk-Zlw-9Nk1pmXJRtw&bvm=bv.43287494,d.ZWU (slide 3) 


Q45. Which one of the following includes four stages called Plan, Do, Check and Act? 

A. The Deming Cycle 

B. The continual service improvement approach 

C. The seven-step improvement process 

D. The service lifecycle 

Answer:


Q46. Which of the following provide value to the business from service strategy? 

1: Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful 

2: Enabling the service provider to respond quickly and effectively to changes in the business environment 

3: Reduction in the duration and frequency of service outages 

A. All of the above 

B. 1 and 3 only 

C. 1 and 2 only 

D. 2 and 3 only 

Answer:


Q47. What are the three types of metrics that an organization should collect to support continual service improvement (CSI)? 

A. Return on investment (ROI), value on investment (VOI), quality 

B. Strategic, tactical and operational 

C. Critical success factors (CSFs), key performance indicators (KPIs), activities 

D. Technology, process and service 

Answer:


Q48. What are customers of IT services who work in the same organization as the service provider known as? 

A. Strategic customers 

B. External customers 

C. Valued customers 

D. Internal customers 

Answer:


Q49. Which process includes business, service and component sub-processes? 

A. Capacity management 

B. Incident management 

C. Service level management 

D. Financial management 

Answer:


Q50. Which of these statements about resources and capabilities is CORRECT? 

A. Resources are types of service asset and capabilities are not 

B. Resources and capabilities are both types of service asset 

C. Capabilities are types of service asset and resources are not 

D. Neither capabilities nor resources are types of service asset 

Answer: