ISEB ITIL Foundation (syllabus 2011) - ITILF2011 FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

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

Discussion 0

Correct Answer: B Vote an answer

Question 2

Which of the following are types of service defined in ITIL?
1.Core
2.Enabling
3.Special

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

Discussion 0

Correct Answer: C Vote an answer

Question 3

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A. Preparation B. Products C. Potential D. Profit

Discussion 0

Correct Answer: B Vote an answer

Question 4

Within service design, what is the key output handed over to service transition?

A. Measurement, methods and metrics B. Service portfolio design C. Service design package D. Process definitions

Discussion 0

Correct Answer: C Vote an answer

Question 5

Which statement should NOT be part of the value proposition for Service Design?

A. Improved quality of service B. Better balance of technical skills to support live services C. Improved Service alignment with business goals D. Reduced total cost of ownership

Discussion 0

Correct Answer: B Vote an answer

Question 6

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

Discussion 0

Correct Answer: A Vote an answer

Question 7

Which of the following statements is CORRECT?

A. IT Service Continuity Management is not required when IT is outsourced to a third party provider B. IT Service Continuity Management can only take place once Business Continuity Management has been established C. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management D. Business Continuity Management and IT Service Continuity Management must be established at the same time

Discussion 0

Correct Answer: C Vote an answer

Question 8

Which of the following sentences BEST describes a Standard Change?

A. A change to the service provider's established policies and guidelines B. A change that correctly follows the required change process C. A change that is made as the result of an audit D. A pre-authorized change that has an accepted and established procedure

Discussion 0

Correct Answer: D Vote an answer

Question 9

Which of the following BEST describes a problem?

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

Discussion 0

Correct Answer: C Vote an answer

Question 10

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

A. Customer / Business Needs B. Service Solution C. Service Release D. Service Requirements

Discussion 0

Correct Answer: A Vote an answer

Question 11

Which of the following statements about processes is INCORRECT?

A. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice" B. The output from a process has to conform to operational norms derived from business objectives 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

Discussion 0

Correct Answer: A Vote an answer

Question 12

Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1.Details of failed changes
2.Updates to the change schedule
3.Reviews of completed changes

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

Discussion 0

Correct Answer: B Vote an answer