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New EXIN,Inc ITILFND Exam Dumps Collection (Question 9 - Question 18)
Question No: 9
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
A. Operational contract
B. Underpinning contract
C. Serviceability contract
D. Service level contract
Answer: B
Question No: 10
What is a characteristic of a process?
A. It requires a specific tool
B. It is performance driven and measureable
C. It provides generic technical skills and resources
D. It does not react to a specific trigger
Answer: B
Question No: 11
Which process monitors and improves the performance of the service transition stage of the service lifecycle?
A. Transition planning and support
B. Design co-ordination
C. Change management
D. Service transition management
Answer: A
Question No: 12
Which function is responsible for the closure of an incident record?
A. Event management
B. The service desk
C. Either the service desk or an appropriate third party engineer
D. Any appropriate function
Answer: B
Question No: 13
Which one of the following generates demand for services?
A. Infrastructure trends
B. Patterns of business activity (PBA.
C. Cost of providing support
D. Service level agreements (SLA.
Answer: B
Question No: 14
What is a change of state that has significance for the management of a configuration item (CI)
called?
A. An event
B. A baseline
C. A change to a service level agreement
D. A request for change (RFC.
Answer: A
Question No: 15
Which statement about the known error database (KEDB. is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB. and contains workarounds
C. It is maintained by problem management and is used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem
Management
Answer: C
Question No: 16
Which statement about Business Cases is TRUE?
A. Business Cases should focus on both the financial and non-financial impacts of the proposed project or service
B. Business Cases should focus on only the financial impacts of the proposed project to secure support
and funding
C. Business Cases should focus on only the non-financial business impacts of the proposed project to
secure proper high-level management support
D. Business cases should only focus on how the proposed project can lower costs and improve customer
satisfaction, listing measures and targets
Answer: A
Question No: 17
Which service lifecycle stage supports the creation of a portfolio of quantified services?
A. Service strategy
B. Service design
C. Service level management
D. Service operation
Answer: A
Question No: 18
Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?
A. Technology, customer, user
B. Corporate, customer, service
C. Corporate, customer, technology
D. Service, user, IT
Answer: B
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