ITIL Foundation (syllabus 2011) v21.0 (ITIL)

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Total 514 questions

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

  • A. The ECAB considers every high priority request for change (RFC)
  • B. Amongst the duties of the ECAB is the review of completed emergency changes
  • C. The ECAB will be used for emergency changes where there may notbe time to call a full CAB
  • D. The ECAB will be chaired by the IT Director


Answer : C

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

  • A. Only changes that introduce new services
  • B. It is mandatory that all changes are subject to design coordination activity
  • C. Only changes to business critical systems
  • D. Any change that the organization believes could benefit


Answer : D

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

  • A. Request fulfilment
  • B. Service portfolio management
  • C. Service desk
  • D. IT finance


Answer : A

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

  • A. A change
  • B. A change model
  • C. A change request
  • D. A change advisory board


Answer : A

Which of the following is NOT one of thefive individual aspects of service design?

  • A. The design of the service portfolio, including the service catalogue
  • B. The design of new or changed services
  • C. The design of market spaces
  • D. The design of the technology architectures


Answer : C

Explanation:

QUESTIONNO: 71 -
Where would you expect incident resolution targets to be documented?
A. A service level agreement (SLA)
B. A request for change (RFC)

C. The service portfolio -

D. A service description -

Answer: A -

Which of the following is NOT a valid objective of problemmanagement?

  • A. To prevent problems and their resultant Incidents
  • B. To manage problems throughout their lifecycle
  • C. To restore service to a user
  • D. To eliminate recurring incidents


Answer : C

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. Process design

  • A. 2, 3 and 4 only
  • B. 1, 3 and 4 only
  • C. 1, 2 and 3 only
  • D. All of the above


Answer : D

Which one of the following is the BEST definition ofthe term service management?

  • A. A set of specialized organizational capabilities for providing value to customers in the form of services
  • B. A group of interacting, interrelated, or independent components that form a unified whole, operating together fora common purpose
  • C. The management of functions within an organization to perform certain activities
  • D. Units of organizations with roles to perform certain activities


Answer : A

Which of the following is an enabler of best practice?

  • A. Standards
  • B. Technology
  • C. Academic research
  • D. Internal experience


Answer : B

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

  • A. The ability to keep services highly available to meet the business needs
  • B. A set of specialized organizational capabilities for providing value to customers in the form of services
  • C. A complete set of all the documentation required todeliver world class services to customers
  • D. An internationally recognized methodology to provide valuable services to customers


Answer : B

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

  • A. Employers
  • B. Stakeholders
  • C. Regulators
  • D. Accreditors


Answer : B

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

  • A. Internal
  • B. External
  • C. Service desk
  • D. Shared services unit


Answer : C

Which of the following providevalue to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Reduction in the duration and frequency of service outages

  • A. All of the above
  • B. 1 and 3 only
  • C. 1 and 2 only
  • D. 2 and 3 only


Answer : C

Which of the following identify the purpose of business relationship management?
1. Toestablish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

  • A. Both of the above
  • B. 1 only
  • C. 2 only
  • D. Neither of the above


Answer : A

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

  • A. An internal service provider that is embedded within a business unit
  • B. A complete set of all the documentation required to deliver world class services to customers
  • C. Technical implementation of supporting IT infrastructure components
  • D. The implementation and management of quality IT services that meet business needs


Answer : D

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Total 514 questions