ITILF2011 Exam Questions

Can service operation improve efficiency in the business operation by automating common routines?

What is the BEST definition of an internal service?

Which statements about best practice is MOST correct?

Which statement about services is CORRECT?

Which areas are NOT measured by process KPIs? 1. Technology 2. Performance 3. Value 4. Compliance

Which is an objective of access management?

Which one of the following is a correct definition of a supplier category?

Which groups of people would work according to an operational level agreement?

Which process monitors and improves the performance of the service transition stage of the service lifecycle?

How is a service delivered between departments of same organization classified?

Which processes ensure the targets in the underpinning contracts are appropriate?

What is used to control a process?

Which describes an interface of incident management with service level management?

Which statement is CORRECT?

What is the BEST description of the CSI register?

The configuration management system is part of which system?

Which is an outcome of service design?

Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?

Why is ITIL successful?

What processes represent the scope of financial management for IT services?

What BEST describes the value of service design to the business?

What BEST describes the value of continual service improvement to the business?

Which statement about Business Cases is TRUE?

What service could include a differentiation as an "excitement factor" ?

Access management is responsible for implementing policies defined in which process?

Which document shows a detailed analysis of business impact and benefits?

Where are the details of core and enhancing service provided?

When should a known error be raised?

Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?

ITSM concepts are often described in the context of only one of these type. Type I, type II and type III

How should entries in the CSI register be categorized?

Which of the following correctly states the relationship between urgency, priority and impact?

Which service lifecycle stage provides the following values to the business?

Which is a responsibility of a customer within the service level management process?

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

Which is the CORRECT description of an outcome?

Which process works with change management to ensure only authorized components are used?

Which statement about stakeholders is TRUE?