ITIL Foundation (syllabus 2011) v21.0

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What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

  • A. Employers
  • B. Stakeholders
  • C. Regulators
  • D. Accreditors


Answer : B

Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

  • A. Job descriptions
  • B. Functions
  • C. Teams
  • D. Roles, people or groups


Answer : D

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

  • A. 1, 2 and 3 only
  • B. 1 and 2 only
  • C. 1, 2 and 4 only
  • D. All of the above


Answer : A

Which of the following BEST describes the purpose of access management?

  • A. To provide a channel for users to request and receive standard services
  • B. Providesthe rights for users to be able to use a service or group of services
  • C. To prevent problems and resulting Incidents from happening
  • D. To detect security events and make sense of them


Answer : B

Which one of the following is NOT part of the service design stage of the service lifecycle?

  • A. Designing and maintaining all necessary service transition packages
  • B. Producing quality, secure and resilient designs for new or improved services
  • C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
  • D. Measuring the effectiveness and efficiency of service design and the supporting processes


Answer : A

Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

  • A. 1 and 2 only
  • B. 2 and 3 only
  • C. 1 and 3 only
  • D. All of the above


Answer : B

Which two processes will contribute MOST to enabling effective problem detection?

  • A. Incident and financial management
  • B. Change and release and deployment management
  • C. Incident and event management
  • D. Knowledge and service level management


Answer : C

Which one of the following includes four stages called Plan, Do, Check and Act?

  • A. The Deming Cycle
  • B. The continual service improvement approach
  • C. The seven-step improvement process
  • D. The service lifecycle


Answer : A

Hierarchic escalation is BEST described as?

  • A. Notifying more senior levels of management about an incident
  • B. Passing an incident to people with a greater level of technical skill
  • C. Using moresenior specialists than necessary to resolve an Incident to maintain customer satisfaction
  • D. Failing to meet the incident resolution times specified in a service level agreement


Answer : A

What should a service always deliver to customers?

  • A. Applications
  • B. Infrastructure
  • C. Value
  • D. Resources


Answer : C

Which one of the following is the CORRECT set of steps for thecontinual service improvement approach?

  • A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
  • B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
  • C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
  • D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?


Answer : D

Why is it important for service providers to understand patterns of business activity (PBA)?

  • A. PBAare based on organizational roles and responsibilities
  • B. IT service providers CANNOT schedule changes until they understand PBA
  • C. Demand for the services delivered by service providers are directly influenced by PBA
  • D. Understanding PBA is the only way to enable accurate service level reporting


Answer : C

Which of the following BEST describes partners'in the phrase people, processes, products and partners"?

  • A. Suppliers, manufacturers and vendors
  • B. Customers
  • C. Internal departments
  • D. The facilities management function


Answer : A

Within service design, what is the key outputhanded over to service transition?

  • A. Measurement, methods and metrics
  • B. Service design package
  • C. Service portfolio design
  • D. Process definitions


Answer : B

When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found

  • A. 2 only
  • B. 1 only
  • C. Neither of theabove
  • D. Both of the above


Answer : D

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