ITIL Exam - Free ITIL Questions and Answers

Question #11 (Topic: Topic 1)

Which of the following are basic concepts used in access management?

A. Personnel, electronic, network, emergency, identity B. Rights, access, identity, directory services, service/service components C. Physical, personnel, network, emergency, service D. Normal, temporary, emergency, personal, group

Answer: B

Question #12 (Topic: Topic 1)

Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

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

Answer: D

Question #13 (Topic: Topic 1)

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

A. Allows higher volumes of successful change B. Reduction in unplanned costs through optimized handling of service outages C. Reduction in the duration and frequency of service outages D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

Answer: D

Question #14 (Topic: Topic 1)

What are the categories of event described in the UIL service operation book?

A. Informational, scheduled, normal B. Scheduled, unscheduled, emergency C. Informational, warning, exception D. Warning, reactive, proactive

Answer: C

Question #15 (Topic: Topic 1)

Service transition contains detailed descriptions of which processes?

A. Change management, service asset and configuration management, release and deployment management B. Change management, capacity management event management, service request management C. Service level management, service portfolio management, service asset and configuration management D. Service asset and configuration management, release and deployment management, request fulfillment

Answer: A

ITIL ITIL - ITIL Foundation (syllabus 2011) Exam