ITILF2011 Exam Questions

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...

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...

Which of the following is NOT an objective of request fulfillment?

Which process would you MOST expect to be involved in the management of underpinning contracts?

Which of the following are valid parts of the service portfolio? 1. Service pipeline 2. Service knowledge management system (SKMS) 3. Service catalogue

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...

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...

Which of the following processes are performed by the service desk? 1. Capacity management 2. Request fulfillment 3. Demand management 4. Incident management

Remediation planning is BEST described in which of the following ways?

Which statement BEST represents the guidance on incident logging?

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

What are the categories of events described in the ITIL service operation book?

Which of the following is the BEST description of a centralized service desk?

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

Which of the following would NOT be contained in a release policy?

Which reason describes why ITIL is so successful?

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

Which two elements of financial management for IT services are mandatory?

What is the primary focus of business capacity management?

Which role is responsible for carrying out the activities of a process?

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Which of the following options is a hierarchy that is used in knowledge management?

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

Which of the following is an objective of business relationship management?

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

Which of the following BEST describes service strategies value to the business?

Which two processes will contribute MOST to enabling effective problem detection?

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?

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...

Why is it important for service providers to understand patterns of business activity (PBA)?

Which one of the following would NOT be defined as part of every process?

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...

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Which of the following are classed as stakeholders in service management? 1. Customers 2. Users 3. Suppliers

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

Which process is responsible for sourcing and delivering components of requested standard services?

Which of the following is the best definition of service management?

Which of the following CANNOT be provided by a tool?

Which one of the following is the purpose of service level management?

Which one of the following activities does application management perform?

What is a RACI model used for?

The remediation plan should be evaluated at what point in the change lifecycle?

Which of the following statements MOST correctly identifies the scope of design coordination activities?

What is the PRIMARY process for strategic communication with the service provider's customers?

Which one of the following is NOT an aim of the change management process?

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?

Which of the following BEST describes the purpose of access management?