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Free ITILFND-2011 Exam Braindumps (page: 19)

Page 18 of 130
PDF with 519 Questions

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

  1. All of the above
  2. 1 and 3 only
  3. 1 and 2 only
  4. 2 and 3 only

Answer(s): C



Which one of the following is the purpose of service level management?

  1. To carry out the service operations activities needed to support current IT services
  2. To ensure that sufficient capacity is provided to deliver the agreed performance of services
  3. To create and populate a service catalogue
  4. To ensure that an agreed level of IT service is provided for all current IT services

Answer(s): D



What would be the next step in the continual service improvement (CSI) model after?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there? 6.?

  1. What is the return on investment (ROI)?
  2. How much did it cost?
  3. How do we keep the momentum going?
  4. What is the value on investment (VOI)?

Answer(s): C



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

  1. Service reporting intervals must be defined and agreed with the customers
  2. Reporting intervals should be set by the service provider
  3. Reports should be produced weekly
  4. Service reporting intervals must be the same for all services

Answer(s): A






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