ITILF2011 Exam Questions

In which document would you expect to see an overview of actual service achievements against targets?

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Which process is responsible for ensuring that appropriate testing takes place?

Which of the following identify the purpose of business relationship management? 1. To establish and maintain a business relationship between service provider and customer 2. To id...

Which of the following is the correct definition of an outcome?

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

What would be the next step in the continual service improvement (CSI) model after? 1. What is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5...

Which statement about the emergency change advisory board (ECAB) is CORRECT?

Which of the following BEST describes a problem?

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

Which one of the following statements about incident reporting and logging is CORRECT?

Which process is responsible for providing the rights to use an IT service?

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Which of the following areas would technology help to support during the service lifecycle? 1. Data mining and workflow 2. Measurement and reporting 3. Release and deployment 4. Pr...

How many people should be accountable for a process as defined in the RACI model?

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

Where should the following information be stored? 1. The experience of staff 2. Records of user behaviour 3. Supplier's abilities and requirements 4. User skill levels

Which of the following statements about standard changes are CORRECT? 1. The approach is pre-authorized 2. The risk is usually low and well understood 3. Details of the change will...

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

With which process is problem management likely to share categorization and impact coding systems?

What guidance does ITIL give on the frequency of production of service reporting?

Which one of the following does service metrics measure?

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

Which process is responsible for low risk, frequently occurring, low cost changes?

Which function or process would provide staff to monitor events in an operations bridge?

Which of the following activities are performed by a service desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Resto...

What are customers of IT services who work in the same organization as the service provider known as?

Access management is closely related to which other process?

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

Which of the following is the BEST reason for categorizing incidents?

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

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...

Which of the following would be examined by a major problem review? 1. Things that were done correctly 2. Things that were done incorrectly 3. How to prevent recurrence 4. What cou...

Which one of the following is the BEST description of a relationship in service asset and configuration management?

Which of the following are sources of best practice? 1. Academic research 2. Internal experience 3. Industry practices

Which of these should a change model include? 1. The steps that should be taken to handle the change 2. Responsibilities; who should do what, including escalation 3. Timescales and...

Which one of the following is NOT an objective of problem management?

Which of the following statements about service asset and configuration management is/are CORRECT? 1. A configuration item (CI) can exits as part of any numbers other CIs at the sa...

Which of the following are types of service defined in ITIL? 1. Enabling 2. Core 3. Enhancing 4. Computer

In which of the following should details of a workaround be documented?

Which one of the following is NOT a characteristic of a process?

Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

Which of the following BEST describes technical management?

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

What is the primary focus of the business management?

Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related s...

Which one of the following is the BEST description of a service request?

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

Which one of the following do major incidents require?