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Free ITILFND-2011 Exam Braindumps (page: 31)

Page 30 of 130
PDF with 519 Questions

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

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

Answer(s): C



Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

  1. Service Strategy
  2. Continual Service Improvement
  3. Service Operation
  4. Service Design

Answer(s): B



Which of the following is not a service desk type recognized in the service operation volume of ITIL?

  1. Local
  2. Centralized
  3. Outsourced
  4. Virtual

Answer(s): C



Which one of the following is the BEST description of a service-based service level agreement (SLA)?

  1. An agreement with an individual customer group, covering all the services that they use
  2. An agreement that covers one service for a single customer
  3. An agreement that covers service specific issues in a multi-level SLA structure
  4. An agreement that covers one service for all customers of that service

Answer(s): D






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