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

QUESTION: 166

Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

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

Answer(s): B

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QUESTION: 167

Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

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

Answer(s): A

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QUESTION: 168

Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future

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

Answer(s): D

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QUESTION: 169

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

To ensure that a service can be managed and operated in accordance with constraints specified during design
To design and develop capabilities for service management
To provide good-quality knowledge and information about services
To plan the resources required to manage a release

Answer(s): B

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