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ITIL-Foundation Exam Dumps - ITIL Foundation Certification - IT Service Management

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Question # 33

Which process is responsible for managing all service requests from users?

A.

Change fulfilment

B.

Incident management

C.

Request fulfilment

D.

Event management

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Question # 34

What is the primary focus of business capacity management?

A.

Management, control and prediction of the performance, utilization and capacity of individual

elements of IT technology

B.

Review of all capacity supplier agreements and underpinning contracts with supplier management

C.

Management, control and prediction of the end-to-end performance and capacity of the live,

operational IT services

D.

Future business requirements for IT services are quantified, designed, planned and implemented in a

timely fashion

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Question # 35

A Service design package (SDP) would normally be produced for which of the following?

1. A new IT service

2. A major change to an IT service

3. An emergency change to an IT service

4. An IT service retirement

A.

2, 3 and 4 only

B.

1, 2 and 4 only

C.

None of the above

D.

All of the above

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Question # 36

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

A.

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

B.

An agreement between the service provider and an external organization

C.

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

D.

A document that describes business services to operational staff

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Question # 37

Check, Act and Plan are three of the stages of the Deming Cycle.

Which is the fourth?

A.

Do

B.

Perform

C.

Implement

D.

Measure

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Question # 38

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

A.

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

B.

Customer and user satisfaction

C.

Service requirements and warranty

D.

Resources and capabilities

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Question # 39

From the perspective of the service provider, who is the person or group that agrees their service targets?

A.

The user

B.

The customer

C.

The supplier

D.

The administrator

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Question # 40

Which of the following are sources of best practice?

1. Academic research

2. Internal experience

3. Industry practices

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

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