[Free] 2018(Jan) EnsurePass Dumpsleader Exin ITIL Dumps with VCE and PDF 321-330

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ITIL Foundation (syllabus 2011)

Question No: 321 – (Topic 6)

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?


  1. Effectiveness

  2. Efficiency 4. ?

    1. Cost

    2. Conformance

    3. Compliance

    4. Capacity

Answer: C

Question No: 322 – (Topic 6)

Understanding the level of risk during and after change and providing confidence in the degree of compliance withgovernance requirements during change are both ways of adding business value through which part of the service lifecycle?

  1. Service Transition

  2. Risk Management

  3. IT Service Continuity Management

  4. Availability Management

Answer: A

Question No: 323 – (Topic 6)

Which of the following is oneof the primary objectives of Service Strategy?

  1. To design and build processes that will meet business needs

  2. To provide detailed specifications for the design of IT services

  3. To transform Service Management into a strategic asset

  4. To underscore the importance of services in the global economy

Answer: B

Question No: 324 – (Topic 6)

Which of the following is thegoal or purpose of service level management?

  1. To carry out the service operations activities needed to support current IT services

  2. To ensure that sufficient capacity is provided to deliver the agreed performance of services

  3. To create and populatea service catalogue

  4. To ensure that an agreed level of IT service is provided for all current IT services

    Answer: D

    Question No: 325 – (Topic 6)

    Match the following activities with the Deming Cycle stages

    1. Monitor, Measure and Review

    2. Continual Improvement

    3. Implement Initiatives

    4. Plan for Improvement

      1. 1 Plan, 2 Do, 3 Check, 4 Act

      2. 3 Plan, 2 Do, 4 Check, 1 Act

      3. 4 Plan, 3 Do, 1 Check, 2 Act

      4. 2 Plan, 3 Do, 4 Check, 1 Act

Answer: C

Question No: 326 – (Topic 6)

What are Request Models used for?

  1. Capacity Management

  2. Modelling arrival rates and performance characteristics of service requests

  3. Comparing the advantages and disadvantages of different Service Desk approachessuch as local or remote

  4. Identifying frequently received user requests and defining how they should be handled

Answer: D

Question No: 327 – (Topic 6)

Which role is accountable for a specific service within an organization?

  1. The Service Level Manager

  2. The Business Relationship Manager

  3. The Service Owner

  4. The Service Continuity Manager

Answer: C

Question No: 328 – (Topic 6)

What is most likely to cause a loss of faith in the Service Level Management process?

  1. Measurements that match thecustomer#39;s perception of the service

  2. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)

  3. Inclusion of items in the SLA that cannot be effectively measured

  4. Involving customers in drafting Service Level Requirements

Answer: C

Question No: 329 – (Topic 6)

quot;Service Management is a set of specialized organizational capabilities for providing value to customers in the form of servicesquot;. These specialized organizational capabilities include which of the following?

  1. Functions and Processes

  2. Markets and Customers

  3. Applications and Infrastructure

  4. People, products and technology

Answer: A

Question No: 330 – (Topic 6)

Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

  1. 1 and 2 only

  2. 1 and 3 only

  3. 2 and 3 only

  4. All of the above

Answer: D

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