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New EXIN,Inc ITILFND Exam Dumps Collection (Question 2 - Question 11)
New Questions 2
Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
Answer: A
New Questions 3
Where would you expect incident resolution targets to be documented?
A. A service level agreement (SLA)
B. A request for change (RFC)
C. The service portfolio
D. A service description
Answer: A
New Questions 4
Which of the following identifies the purpose of design coordination?
A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
B. Ensuring all service designs have availability designed into them
C. Designing of all the links between every service design process and all other processes in the service lifecycle
D. Control of all supplier relationships from design right through to the production environment
Answer: A
New Questions 5
Which one of the following activities would be performed by access management?
A. Providing physical security for staff at data centres 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 Questions 6
Which process would you MOST expect to be involved in the management of underpinning contracts?
A. Change management
B. Service catalogue management
C. Supplier management
D. Release and deployment management
Answer: C
New Questions 7
Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Answer: A
New Questions 8
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
A. Service level management
B. Financial management
C. Demand management
D. Risk management
Answer: B
New Questions 9
Which of the following CANNOT be provided by a tool?
A. Knowledge
B. Information
C. Wisdom
D. Data
Answer: C
New Questions 10
Which of the following is the BEST reason for categorizing incidents?
A. To establish trends for use in problem management and other IT service management (ITSM) activities
B. To ensure service levels are met and breaches of agreements are avoided
C. To enable the incident management database to be partitioned for greater efficiency
D. To identify whether the user is entitled to log an incident for this particular service
Answer: A
New Questions 11
In which document would you expect to see an overview of actual service achievements against targets?
A. Operational level agreement (OLA)
B. Capacity plan
C. Service level agreement (SLA)
D. SLA monitoring chart (SLAM)
Answer: D
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