[Free] 2019(Nov) EnsurePass Exin ITIL-F Dumps with VCE and PDF 41-50

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Question No.41

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. 1 only

  2. 2 only

  3. 3 only

  4. All of the above

Correct Answer: D

Question No.42

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?

  1. Yes: for information purposes, a known error record can be created at any time it is prudent to do so

  2. No: the Known Error should be created before the problem is logged

  3. No: a known error record is created when the original incident is raised

  4. No: a known error record should be created with the next release of the service

Correct Answer: A

Question No.43

What is the result of carrying out an activity, following a process or delivering an IT service known as?

  1. Outcome

  2. Incident

  3. Change

  4. Problem

Correct Answer: A

Question No.44

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

  1. The part of a contract that specifies the responsibilities of each party

  2. An agreement between the service provider and an internal organization

  3. An agreement between a service provider and an external supplier

  4. An agreement between the service provider and their customer

Correct Answer: D

Question No.45

Which one of the following is the BEST definition of an event?

  1. Any change of state that has significance for the management of a configuration item (CI) or IT


  2. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  3. The unknown cause of one or more incidents that have an impact on an IT service

  4. Reducing or eliminating the cause of an incident or problem

Correct Answer: A

Question No.46

Which of the following would NOT be contained in a release policy?

  1. Naming and numbering conventions

  2. Entry and exit criteria of the release into testing

  3. Roles and responsibilities for the release

  4. The risk register for the release

Correct Answer: D

Question No.47

Which one of the following are the two primary elements that create value for customers?

  1. Value on investment (VOI) and return on investment (ROI)

  2. Customer and user satisfaction

  3. Service requirements and warranty

  4. Resources and capabilities

Correct Answer: D

Question No.48

What is the BEST description of an operational level agreement (OLA)?

  1. An agreement between the service provider and another part of the same organization

  2. An agreement between the service provider and an external organization

  3. A document that describes to a customer how services will be operated on a day-to-day basis

  4. A document that describes business services to operational staff

Correct Answer: A

Question No.49

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

  1. A service object

  2. An incident

  3. A change

  4. A known error

Correct Answer: D

Question No.50

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

  1. A change

  2. A change model

  3. A change request

  4. A change advisory board

Correct Answer: A

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