QUESTION: 165

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created

1 only
2 only
3 only
All of the above

Answer(s): D

Reveal Solution Next Question

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

Reveal Solution Next Question

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

Reveal Solution Next Question

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

Reveal Solution Next Question

Free ITILFND-2011 Exam Braindumps (page: 43)

QUESTION: 165

QUESTION: 166

QUESTION: 167

QUESTION: 168

ITILFND-2011 Discussions & Posts