ITILF2011 Exam Questions

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

In terms of adding value to the business, which one of the following describes service operations contribution?

Which one of the following are the two primary elements that create value for customers?

Which one of the following statements BEST describes a definitive media library (DML)?

Which one of the following is it the responsibility of supplier management to negotiate and agree?

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

Which of the following are managed by facilities management? 1. Hardware within a data centre or computer room 2. Applications 3. Power and cooling equipment 4. Recovery sites

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Which areas of service management can benefit from automation? 1. Design and modeling 2. Reporting 3. Pattern recognition and analysis 4. Detection and monitoring

Which one of the following is the BEST definition of reliability?

Which one of the following is NOT the responsibility of service catalogue management?

Which one of the following is an objective of release and deployment management?

Which one of the following statements is CORRECT?

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk...

What is the BEST description of an operational level agreement (OLA)?

Which one of the following generates demand for services?

Which one of the following is an objective of service transition?

Which one of the following is the BEST definition of an event?

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

Which one of the following is the BEST description of a major incident?

Which of the following availability management activities is/are considered to be proactive as opposed to reactive? 1. Monitoring system availability 2. Designing availability into...

Which one of the following would NOT involve event management?

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

Which processes are responsible for the regular review of underpinning contracts?

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Which one of the following activities is NOT part of the Deming Cycle?

Which one of the following is the BEST description of a service level agreement (SLA)?

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1. Providing an understanding of what strategy is 2. Ensuring a workin...

In which of the following areas would ITIL complementary guidance provide assistance? 1. Adapting best practice for specific industry sectors 2. Integrating ITIL with other operati...

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

Which one of the following activities would be performed by access management?

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

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

Who is responsible for defining metrics for change management?

Which of the following are within the scope of service asset and configuration management? 1. Identification of configuration items (CIs) 2. Recording relationships between CIs 3....

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper developmen...

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Which of the following is NOT a source of best practice?

What is a service delivered between two business units in the same organization known as?

What is the act of transforming resources and capabilities into valuable service better known as?

From the perspective of the service provider, who is the person or group that agrees their service targets?

Which of the following identifies the purpose of service transition planning and support?

Which process would maintain policies, standards and models for service transition activities and processes?

Which of the following identifies the purpose of design coordination?

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

Which of the following activities would be performed by a process manager? 1. Monitoring and reporting on process performance 2. Identifying improvement opportunities 3. Appointing...

Which role is accountable for the operational management of a process?