ITILF2011 Exam Questions

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

Which of these statements about Service Desk staff is CORRECT?

Which of the following statements is INCORRECT?

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Which is the correct combination of Service Management terms across the Lifecycle?

A plan for managing the end of a supplier contract should be created when?

Which of the following sentences BEST describes a Standard Change?

The BEST description of the purpose of Service Operation is?

Which of the following models would be MOST useful in helping to define an organizational structure?

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

Which of the following questions does Service Strategy help answer with its guidance? (1) How do we prioritize investments across a portfolio? (2) What services to offer and to who...

Effective release and deployment management enables the service provider to add value to the business by?

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the ques...

Which of the following are responsibilities of a Service Level Manager? (1) Agreeing targets in Service Level Agreements (2) Designing the service so it can meet the targets (3) En...

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

Which of the following statements is CORRECT?

The MAIN purpose of the Service Portfolio is to describe services in terms of?

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

What is the entry point or the first level of the V model?

Which of the following is the BEST definition of an Incident?

Service Acceptance criteria are used to?

Which of the following are Service Desk organizational structures? (1) Local Service Desk (2) Virtual Service Desk (3) IT Help Desk (4) Follow the Sun

Which of the following CANNOT be stored and managed by a tool?

Which process is responsible for frequently occurring changes where risk and cost are low?

Which of the following statements is CORRECT? (1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation (2) All of the phases of the l...

Which of the following is NOT an aim of the Change Management process?

How does Problem Management work with Change Management?

What does the continual service improvement (CSI) approach enable a business to achieve?

Which of the following BEST describes an operational level agreement (OLA)?

Which of the following is NOT an objective of the operations management function?

What is the BEST description of an external customer?

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

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

Which is an objective of access management?

What should be documented as part of every process?

What BEST defines serviceability?

In service design, which term describes services, technologies and tools?

What should a release policy include?

Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?

What BEST describes an important principle of communication in service operation?

What is an objective of event management?

Where are the details of core and enhancing services provided?

Which is used to assess business demand for services?

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

Which process analyses services that are no longer viable and when they should be retired?

What BEST defines roles and responsibilities in relation to process and activities?

Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?

Which three types of metric support Continual Service Improvement (CSI) activities?