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Exam Number/Code: ITILFND
Exam name: ITIL Foundation (syllabus 2011)
n questions with full explanations
Certification: EXIN,Inc Certification
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New EXIN,Inc ITILFND Exam Dumps Collection (Question 1 - Question 10)
Q1. Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of IT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
A. 1, 2 and 3 only
B. 1 and 2 only
C. 1, 2 and 4 only
D. All of the above
Q2. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Q3. Which one of the following is the BEST definition of the term 'service management'?
A. A set of specialized organizational capabilities for providing value to customers in the form of services
B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
C. The management of functions within an organization to perform certain activities
D. Units of organizations with roles to perform certain activities
Q4. Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Q5. Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional
Q6. Which one of the following is NOT a characteristic of a process?
A. It is measurable
B. It delivers specific results
C. It responds to specific events
D. It structures an organization
Q7. Which statement should NOT be part of the value proposition for Service Design?
A. Reduced total cost of ownership
B. Improved quality of service
C. Improved Service alignment with business goals
D. Better balance of technical skills to support live services
Q8. Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
A. 2 and 3 only
B. 1 and 3 only
C. 2 and 4 only
D. All of the above
Q9. From the perspective of the service provider, who is the person or group that agrees their service targets?
A. The user
B. The customer
C. The supplier
D. The administrator
Q10. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
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