QUESTION: 225

Which of the following is the BEST description of a centralized service desk?

The desk is co-located within or physically close to the user community it serves
The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
The desk provides 24 hour global support
There is a single desk in one location serving the whole organization

Answer(s): D

QUESTION: 226

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

Service strategy
Service transition
Service operation
Continual service improvement

Answer(s): C

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QUESTION: 227

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A service object
An incident
A change
A known error

Answer(s): D

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QUESTION: 228

Which process has the following objective “Establish new or changed services into supported environments within the predicted cost, time and resource estimates”?

Service strategy
Service transition planning and support
Service level management
Change management

Answer(s): B

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Free ITILFND-2011 Exam Braindumps (page: 58)

QUESTION: 225

QUESTION: 226

QUESTION: 227

QUESTION: 228

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