[Free] 2019(Nov) EnsurePass Exin ITIL-F Dumps with VCE and PDF 111-120

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Question No.111

What guidance does ITIL give on the frequency of production of service reporting?

  1. Service reporting intervals must be defined and agreed with the customers

  2. Reporting intervals should be set by the service provider

  3. Reports should be produced weekly

  4. Service reporting intervals must be the same for all services

Correct Answer: A

Question No.112

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. 1, 2 and 3 only

  2. All of the above

  3. 1 and 3 only

  4. 2 and 4 only

Correct Answer: A

Question No.113

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

  1. Service level management

  2. Problem management

  3. Change management

  4. Event management

Correct Answer: B

Question No.114

The remediation plan should be evaluated at what point in the change lifecycle?

  1. Before the change is approved

  2. Immediately after the change has failed and needs to be backed out

  3. After implementation but before the post implementation review

  4. After the post implementation review has identified a problem with the change

Correct Answer: A

Question No.115

Which of the following should be documented in an incident model?

  1. Details of the service level agreement (SLA) pertaining to the incident

  2. Chronological order of steps to resolve the incident

  1. 1 only

  2. 2 only

  3. Both of the above

  4. Neither of the above

Correct Answer: B

Question No.116

In which document would you expect to see an overview of actual service achievements against targets?

  1. Operational level agreement (OLA)

  2. Capacity plan

  3. Service level agreement (SLA)

  4. SLA monitoring chart (SLAM)

Correct Answer: D

Question No.117

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

  1. Data

  2. Information

  3. Knowledge

  4. Governance

Correct Answer: C

Question No.118

Which statement about the emergency change advisory board (ECAB) is CORRECT?

  1. The ECAB considers every high priority request for change

  2. Amongst the duties of the ECAB is the review of completed emergency changes

  3. The ECAB will be used for emergency changes where there may not be time to call a full CAB

  4. The ECAB will be chaired by the IT director

Correct Answer: C

Question No.119

Which one of the following is NOT a valid purpose or objective of problem management?

  1. To prevent problems and resultant incidents

  2. To manage problems throughout their lifecycle

  3. To restore service to a user

  4. To eliminate recurring incidents

Correct Answer: C

Question No.120

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

  1. The change authorization board

  2. The change advisory board

  3. The change implementer

  4. The change manager

Correct Answer: B

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