ITILF2011 Exam Questions

Which of the following are CORRECT Service Design Aspects? 1. Service Solutions for new or changed services 2. Management policies and guidelines 3. Business requirements technolog...

Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?

What is the BEST definition of a definitive media library?

Which is an objective of the design coordination process?

What BEST defines IT service management?

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

What are the two MAJOR activities in problem management?

An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?

Which statement about service review meetings is FALSE?

Which statement BEST describes the value of service strategy to the business?

Remediation planning is a key part of which process?

What term describes assurance that a product or service will meet its agreed requirements?

What are sources of best practice?

Which is an objective of the service design lifecycle stage?

Which is NOT a service desk type described in the ITIL service operation guidance?

Which is an example of improving service utility using service management automation?

Which is the CORRECT list of metrics to support CSI activities?

Which is an example of an internal customer?

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?

What BEST describes the purpose of analyzing risk?

Which ITIL process is used to restore normal service operation as quickly as possible?

Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

Which statement about the known error database (KEDB) is CORRECT?

Where should all master copies of controlled software and documentation be stored?

Which is one of the five aspects of service design?

Which tool helps with defining accountability and responsibility within processes?

Which statement about change management is CORRECT?

What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?

Which of the following is an example of proactive problem management?

Which is a reason why incident management interfaces with service level management?

What is a characteristic of a process?

Which statement about stakeholders is TRUE?

Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?

Which function is responsible for the closure of an incident record?

What is the primary focus of component capacity management?

Which describes a proactive trigger for problem management?

What should the IT service continuity process primarily support?

What BEST describes the customers and users of an IT service provider?

Which is the BEST definition of a supplier?

Which is the correct combination of items that makes up an IT service?

What is the pre-authorized change known as?

What is the BEST description of a change proposal?

What is a change of state that has significance for the management of a configuration item (CI) called?

Which is responsible for the production of the service design package (SDP)?

Which term describes if a service is fit for use?

What is the CORRECT definition of service management?

How are groups, teams, departments and divisions classified?

Which process has the following objective 'Establish new or changed services into supported environments within the predicted cost, time and resource estimates'?

Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?