ITILF2011 Exam - The ITIL Foundation - 2011

NEW QUESTION 1
What are Request Models used for?

• A. Capacity Management
• B. Modelling arrival rates and performance characteristics of service requests
• C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
• D. Identifying frequently received user requests and defining how they should be handled

Answer: D

NEW QUESTION 2
Which of the following statements is INCORRECT?

• A. The SKMS is part of the Configuration Management System (CMS)
• B. The SKMS can include data on the performance of the organization
• C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)
• D. The SKMS can include user skill levels

Answer: A

NEW QUESTION 3
Which of the following are managed by facilities management?
1: Hardware within a data centre or computer room
2: Applications
3: Power and cooling equipment
4: Recovery sites

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

Answer: C

NEW QUESTION 4
Which of the following are types of service defined in ITIL?
1: Core
2: Enabling
3: Special

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

Answer: C

NEW QUESTION 5
What is the act of transforming resources and capabilities into valuable service better known as?

• A. Service management
• B. Incident management
• C. Resource management
• D. Service support

Answer: A

NEW QUESTION 6
Which of the following combinations covers all the roles in Service Asset and Configuration Management?

• A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator
• B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator
• C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager
• D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

Answer: B

NEW QUESTION 7
Which of the following BEST describes a problem?

• A. An issue reported by a user
• B. The cause of two or more incidents
• C. A serious incident which has a critical impact to the business
• D. The cause of one or more incidents

Answer: D

NEW QUESTION 8
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

• A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
• B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
• C. Produce and maintain all necessary Service Transition packages
• D. Measuring the effectiveness and efficiency of Service Design and the supporting processes

Answer: C

NEW QUESTION 9
Which of the following identify the purpose of business relationship management?
1: To establish 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

NEW QUESTION 10
Which of the following are the MAIN objectives of incident management?
1: To automatically detect service-affecting events
2: To restore normal service operation as quickly as possible
3: To minimize adverse impacts on business operations

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

Answer: B

NEW QUESTION 11
Which of the following activities are helped by recording relationships between Configuration Items (CIs)?
1) Assessing the impact and cause of Incidents and Problems
2) Assessing the impact of proposed Changes
3) Planning and designing a Change to an existing service
4) Planning a technology refresh or software upgrade

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

Answer: B

NEW QUESTION 12
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?

• A. Change proposal
• B. Change policy
• C. Service request
• D. Risk register

Answer: A

NEW QUESTION 13
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

• A. User
• B. Customer
• C. Supplier
• D. Administrator

Answer: B

NEW QUESTION 14
Which of the following provide value to the business from service strategy?
1: Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2: Enabling the service provider to respond quickly and effectively to changes in the business environment
3: Support the creation of a portfolio of quantified services

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

Answer: A

NEW QUESTION 15
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

• A. Implementing service and process improvements
• B. Reviewing measurements and metrics
• C. Creating a baseline
• D. Defining measurable targets

Answer: D

NEW QUESTION 16
Why is it important for service providers to understand patterns of business activity (PBA)?

• A. PBA are based on organizational roles and responsibilities
• B. IT service providers CANNOT schedule changes until they understand PBA
• C. Demand for the services delivered by service providers are directly influenced by PBA
• D. Understanding PBA is the only way to enable accurate service level reporting

Answer: C