ITILF2011 Exam Questions
539 real ITILF2011 exam questions with expert-verified answers and explanations. Page 4 of 11.
- Question #153
Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder 2. It defines activities that are executed by a sing...
- Question #154
Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary 2. Check that the user is satisfied with the outcom...
- Question #155
Which of the following is NOT an objective of request fulfillment?
- Question #156
Which process would you MOST expect to be involved in the management of underpinning contracts?
- Question #157
Which of the following are valid parts of the service portfolio? 1. Service pipeline 2. Service knowledge management system (SKMS) 3. Service catalogue
- Question #158
A Service design package (SDP) would normally be produced for which of the following? 1. A new IT service 2. A major change to an IT service 3. An emergency change to an IT service...
- Question #159
Which of the following are benefits to the business of implementing service transition? 1. Better reuse and sharing of assets across projects and resources 2. Reduced cost to desig...
- Question #160
Which of the following processes are performed by the service desk? 1. Capacity management 2. Request fulfillment 3. Demand management 4. Incident management
- Question #161
Remediation planning is BEST described in which of the following ways?
- Question #162
Which statement BEST represents the guidance on incident logging?
- Question #163
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- Question #164
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
- Question #165
What are the categories of events described in the ITIL service operation book?
- Question #166
Which of the following is the BEST description of a centralized service desk?
- Question #167
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
- Question #168
Which of the following would NOT be contained in a release policy?
- Question #169
Which reason describes why ITIL is so successful?
- Question #170
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
- Question #171
Which two elements of financial management for IT services are mandatory?
- Question #172
What is the primary focus of business capacity management?
- Question #173
Which role is responsible for carrying out the activities of a process?
- Question #174
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
- Question #175
Which of the following options is a hierarchy that is used in knowledge management?
- Question #176
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
- Question #177
Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
- Question #178
Which of the following is an objective of business relationship management?
- Question #179
The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
- Question #180
Which of the following BEST describes service strategies value to the business?
- Question #181
Which two processes will contribute MOST to enabling effective problem detection?
- Question #182
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
- Question #183
Which of the following should be documented in an incident model? 1. Details of the service level agreement (SLA) pertaining to the incident 2. Chronological order of steps to reso...
- Question #184
Why is it important for service providers to understand patterns of business activity (PBA)?
- Question #185
Which one of the following would NOT be defined as part of every process?
- Question #186
Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environm...
- Question #187
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
- Question #188
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
- Question #189
Which of the following are classed as stakeholders in service management? 1. Customers 2. Users 3. Suppliers
- Question #190
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
- Question #191
Which process is responsible for sourcing and delivering components of requested standard services?
- Question #192
Which of the following is the best definition of service management?
- Question #193
Which of the following CANNOT be provided by a tool?
- Question #194
Which one of the following is the purpose of service level management?
- Question #195
Which one of the following activities does application management perform?
- Question #196
What is a RACI model used for?
- Question #197
The remediation plan should be evaluated at what point in the change lifecycle?
- Question #198
Which of the following statements MOST correctly identifies the scope of design coordination activities?
- Question #199
What is the PRIMARY process for strategic communication with the service provider's customers?
- Question #200
Which one of the following is NOT an aim of the change management process?
- Question #202
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
- Question #203
Which of the following BEST describes the purpose of access management?