ITILF2011 Exam Questions

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

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 report...

Which one of the following do technology metrics measure?

Which process includes business, service and component sub-processes?

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

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

Which process is responsible for managing relationships with vendors?

Which of the following service desk organizational structures are described in service operation? 1. Local service desk 2. Virtual service desk 3. IT help desk 4. Follow the sun

What are the categories of event described in the UIL service operation book?

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 poss...

What is the name of the group that should review changes that must be implemented faster than the normal change process?

Which of the following is NOT an objective of service transition?

Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered 2. Those being delivered 3. Those that hav...

The BEST description of an incident is:

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

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

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

Which process is responsible for discussing reports with customers showing whether services have met their targets?

What do customer perceptions and business outcomes help to define?

Which of the following are basic concepts used in access management?

Which of these statements about resources and capabilities is CORRECT?

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

What should a service always deliver to customers?

Which process is responsible for the availability, confidentiality and integrity of data?

Availability management is directly responsible for the availability of which of the following?

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?

Hierarchic escalation is BEST described as?

Which one of the following functions would be responsible for the management of a data centre?

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Which process will regularly anal0yse incident data to identify discernible trends?

Which is the correct definition of a customer facing service?

Which one of the following is the BEST definition of the term service management?

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

Which one of the following is an objective of service catalogue management?

Which of the following statements BEST describes the aims of release and deployment management?

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Which one of the following can help determine the level of impact of a problem?

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

Which of the following is an enabler of best practice?

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Which of the following is NOT one of the five individual aspects of service design?

Where would you expect incident resolution targets to be documented?

Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their...

What are the categories of event described in the ITIL service operation book?

A process owner is responsible for which of the following? 1. Defining the process strategy 2. Assisting with process design 3. Improving the process 4. Performing all activities i...

Which one of the following is concerned with policy and direction?

Which of the following should be considered when designing measurement systems, methods and metrics? 1. The services 2. The architectures 3. The configuration items 4. The processe...

Which of the following is the best definition of IT service management?

Which of the following is service transition planning and support NOT responsible for?

What are underpinning contracts used to document?