Exam Code: ITILF2011 (), Exam Name: The ITIL Foundation - 2011, Certification Provider: ISEB Certifitcation, Free Today! Guaranteed Training- Pass ITILF2011 Exam.
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NEW QUESTION 1
Which of these is NOT a responsibility of Application Management?
- A. Ensuring that the correct skills are available to manage the infrastructure
- B. Providing guidance to IT Operations about how best to manage the application
- C. Deciding whether to buy or build an application
- D. Assisting in the design of the application
Answer: A
NEW QUESTION 2
Which process would you MOST expect to be involved in the management of Underpinning Contracts?
- A. IT Designer/Architect
- B. Process Manager
- C. Service Catalogue Manager
- D. Supplier Manager
Answer: D
NEW QUESTION 3
What are the two major processes in Problem Management?
- A. Technical and Service
- B. Resource and Proactive
- C. Reactive and Technical
- D. Proactive and Reactive
Answer: D
NEW QUESTION 4
Availability Management is responsible for availability of the:
- A. Services and Components
- B. Services and Business Processes
- C. Components and Business Processes
- D. Services, Components and Business Processes
Answer: A
NEW QUESTION 5
Which one of the following statements about incident reporting and logging is CORRECT?
- A. Incidents can only be reported by users
- B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
- C. All calls to the service desk must be logged as incidents
- D. Incidents reported by technical staff must also be logged as problems
Answer: B
NEW QUESTION 6
Which of the following activities would be performed by a process manager?
1: Monitoring and reporting on process performance
2: Identifying improvement opportunities
3: Appointing people to required roles
- A. All of the above
- B. 1 and 3 only
- C. 1 and 2 only
- D. 2 and 3 only
Answer: A
NEW QUESTION 7
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 8
Which of the following is one of the primary objectives of Service Strategy?
- A. To design and build processes that will meet business needs
- B. To provide detailed specifications for the design of IT services
- C. To transform Service Management into a strategic asset
- D. To underscore the importance of services in the global economy
Answer: B
NEW QUESTION 9
Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?
- A. IT management
- B. Service desk manager
- C. Business management
- D. The change manager
Answer: C
NEW QUESTION 10
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 11
Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
- A. Service Design
- B. Service Transition
- C. Service Strategy
- D. Service Operation
Answer: C
NEW QUESTION 12
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 13
A single Release unit, or a structured set of Release units can be defined within:
- A. The RACI Model
- B. A Release Package
- C. A Request Model
- D. The Plan, Do, Check, Act (PDCA) cycle
Answer: B
NEW QUESTION 14
Which of the following statements about processes is INCORRECT?
- A. They are units of organizations designed to perform certain types of work
- B. We must be able to measure them in a relevant manner
- C. They deliver specific results
- D. They respond to specific events
Answer: A
NEW QUESTION 15
Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
- A. Change management
- B. IT service continuity management
- C. Financial management for IT services
- D. Service catalog management
Answer: B
Explanation: Reference: http://wiki.en.it-processmaps.com/index.php/ITIL_V3_Service_Design (See IT service continuity management)
NEW QUESTION 16
The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
- A. Customer level
- B. Service level
- C. Corporate level
- D. Configuration level
Answer: D
NEW QUESTION 17
Which of the following is service transition planning and support NOT responsible for?
- A. Prioritizing conflicts for service transition resources
- B. Coordinating the efforts required to manage multiple simultaneous transitions
- C. Maintaining policies, standards and models for service transition activities and processes
- D. Detailed planning of the build and test of individual changes
Answer: D
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