Free ITILFND-2011 Exam braindumps download (ITILFND-2011 exam dumps Free)

QUESTION: 156

Which one of the following is the BEST description of a service request?

A request from a user for information, advice or for a standard change
Anything that the customer wants and is prepared to pay for
Any request or demand that is entered by a user via a self-help web-based interface
Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

Answer(s): A

Explanation:

ServiceRequest (Service Operation) A request from a User for information or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. See also Request Fulfillment.

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QUESTION: 157

In terms of adding value to the business, which one of the following describes service operation s contribution?

The cost of the service is designed, predicted and validated
Measures for optimization are identified
Service value is modeled
Service value is visible to customers

Answer(s): D

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QUESTION: 158

Who is responsible for defining metrics for change management?

The change management process owner
The change advisory board (CAB)
The service owner
The continual service improvement manager

Answer(s): A

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QUESTION: 159

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

Yes: for information purposes, a known error record can be created at any time it is prudent to do so
No: the Known Error should be created before the problem is logged
No: a known error record is created when the original incident is raised
No: a known error record should be created with the next release of the service

Answer(s): A

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