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Online ITILF2011 free questions and answers of New Version:
NEW QUESTION 1
Which process is responsible for low risk, frequently occurring, low cost changes?
- A. Demand management
- B. Incident management
- C. Release and deployment management
- D. Request fulfillment
Answer: D
NEW QUESTION 2
Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?
- A. Business Objectives, IT Objectives, Process Metrics
- B. Process Models, Goals and Objectives
- C. Vision and Strategy, Tactical Goals and Operational Goals
- D. Business and IT Strategy and Process Definitions
Answer: C
NEW QUESTION 3
How does Problem Management work with Change Management?
- A. By installing changes to fix problems
- B. By negotiating with Incident Management for changes in IT for Problem resolution
- C. By issuing RFCs for permanent solutions
- D. By working with users to change their IT configurations
Answer: C
NEW QUESTION 4
Which of the following do Technology metrics measure?
- A. Components
- B. Processes
- C. The end to end service
- D. Customer satisfaction
Answer: A
NEW QUESTION 5
Which of the following statements is CORRECT?
1: The only phase of the Service Management Lifecycle where value can be measured is Service Operation
2: All of the phases of the lifecycle are concerned with the value of IT services
- A. Both of the above
- B. Neither of the above
- C. 2 only
- D. 1 only
Answer: C
NEW QUESTION 6
Which of the following statements is CORRECT for every process?
1: It delivers its primary results to a customer or stakeholder
2: It defines activities that are executed by a single function
- A. Both of the above
- B. 1 only
- C. Neither of the above
- D. 2 only
Answer: B
NEW QUESTION 7
What guidance does ITIL give on the frequency of production of service reporting?
- A. Service reporting intervals must be defined and agreed with the customers
- B. Reporting intervals should be set by the service provider
- C. Reports should be produced weekly
- D. Service reporting intervals must be the same for all services
Answer: A
NEW QUESTION 8
Which process or function is responsible for the Definitive Media Library and Definitive Spares?
- A. Facilities Management
- B. Access Management
- C. Request Fulfilment
- D. Service Asset and Configuration Management
Answer: D
NEW QUESTION 9
Which one of the following is an objective of service transition?
- A. To negotiate service levels for new services
- B. To ensure that service changes create the expected business value
- C. To minimize the impact of service outages on day-to-day business activities
- D. To plan and manage entries in the service catalogue
Answer: B
NEW QUESTION 10
Which of the following is the CORRECT definition of a Release Unit?
- A. A measurement of cost
- B. A function described within Service Transition
- C. The team of people responsible for implementing a release
- D. The portion of a service or IT infrastructure that is normally released together
Answer: D
NEW QUESTION 11
Which of these recommendations is best practice for service level management?
1: Include legal terminology in service level agreements (SLAs)
2: It is NOT necessary to be able to measure all the targets in an SLA
- A. 1 only
- B. 2only
- C. Both of the above
- D. Neither of the above
Answer: D
NEW QUESTION 12
Which one of the following is NOT a valid purpose or objective of problem management?
- A. To prevent problems and resultant incidents
- B. To manage problems throughout their lifecycle
- C. To restore service to a user
- D. To eliminate recurring incidents
Answer: C
NEW QUESTION 13
Which one of the following is the BEST description of a relationship in service asset and configuration management?
- A. Describes the topography of the hardware
- B. Describes how the configuration items (CIs) work together to deliver the services
- C. Defines which software should be installed on a particular piece of hardware
- D. Defines how version numbers should be used in a release
Answer: B
NEW QUESTION 14
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1: Progress
2: Effectiveness
3: Efficiency
4: ?
- A. Cost
- B. Conformance
- C. Compliance
- D. Capacity
Answer: C
NEW QUESTION 15
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 16
Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
- A. Service strategy
- B. Service transition
- C. Service operation
- D. Continual service improvement
Answer: C
NEW QUESTION 17
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
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