Exam Code: ITILF2011 (), Exam Name: The ITIL Foundation - 2011, Certification Provider: ISEB Certifitcation, Free Today! Guaranteed Training- Pass ITILF2011 Exam.
Free demo questions for ISEB ITILF2011 Exam Dumps Below:
NEW QUESTION 1
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
- A. Service level management
- B. Problem management
- C. Change management
- D. Event management
Answer: B
NEW QUESTION 2
Which process has the following objective “Establish new or changed services into supported environments within the predicted cost, time and resource estimates”?
- A. Service strategy
- B. Service transition planning and support
- C. Service level management
- D. Change management
Answer: B
NEW QUESTION 3
Where would all the possible service improvement opportunities be recorded?
- A. CSI register
- B. Known error database
- C. Capacity management information system
- D. Configuration management database
Answer: A
NEW QUESTION 4
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 whom?
3: What are the Patterns of Business Activity (PBA)?
- A. 3 only
- B. 1 only
- C. 2 only
- D. All of the above
Answer: D
NEW QUESTION 5
Which of the following statements about processes is INCORRECT?
- A. The output from a process has to conform to operational norms derived from business objectives
- B. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
- C. The objective of any IT process should be expressed in terms of business benefits and goals
- D. A process may define policies, standards and guidelines
Answer: B
NEW QUESTION 6
Which of the following CANNOT be provided by a tool?
- A. Knowledge
- B. Information
- C. Wisdom
- D. Data
Answer: C
NEW QUESTION 7
What is the entry point or the first level of the V model?
- A. Service Solution
- B. Customer / Business Needs
- C. Service Release
- D. Service Requirements
Answer: B
NEW QUESTION 8
Which one of the following is NOT an aim of the change management process?
- A. To ensure the impact of changes are understood
- B. To ensure that changes are recorded and evaluated
- C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
- D. To deliver and manage IT services at agreed levels to business users
Answer: D
NEW QUESTION 9
Which of the following processes are performed by the service desk?
1: Capacity management
2: Request fulfillment
3: Demand management
4: Incident management
- A. All of the above
- B. 3 and 4 only
- C. 2 and 4 only
- D. 2 only
Answer: C
NEW QUESTION 10
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
- A. 2, 3 and 4 only
- B. 1, 2 and 4 only
- C. 1, 2 and 3 only
- D. 1, 3 and 4 only
Answer: B
NEW QUESTION 11
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: Ensuring all needed contracts and agreements are in place
- A. 1 and 3 only
- B. All of the above
- C. 2 and 3 only
- D. 1 and 2 only
Answer: A
NEW QUESTION 12
From the perspective of the service provider, who is the person or group that agrees their service targets?
- A. The user
- B. The customer
- C. The supplier
- D. The administrator
Answer: B
NEW QUESTION 13
Which of the following is MOST concerned with the design of new or changed services?
- A. Change management
- B. Service transition
- C. Service strategy
- D. Service design
Answer: D
NEW QUESTION 14
Which one of the following is an objective of release and deployment management?
- A. To standardize methods and procedures used for efficient and prompt handling of all changes
- B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
- C. To ensure that the overall business risk of change is optimized
- D. To define and agree release and deployment plans with customers and stakeholders
Answer: D
NEW QUESTION 15
Which one of the following is concerned with policy and direction?
- A. Capacity management
- B. Governance
- C. Service design
- D. Service level management
Answer: B
NEW QUESTION 16
Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
- A. Availability Management
- B. Demand Management
- C. Financial Management
- D. Service Level Management
Answer: B
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