File Info
| Exam | ITIL Foundation (syllabus 2011) |
| Number | ITILFND |
| File Name | ITIL.ITILFND.CertKiller.2018-11-12.263q.vcex |
| Size | 172 KB |
| Posted | Nov 12, 2018 |
| Download | ITIL.ITILFND.CertKiller.2018-11-12.263q.vcex |
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Demo Questions
Question 1
Which one of the following is an objective of service catalogue management?
- Negotiating and agreeing service level agreement
- Negotiating and agreeing operational level agreements
- Ensuring that the service catalogue is made available to those approved to access it
- Only ensuring that adequate technical resources are available
Correct answer: C
Question 2
Which of the following statements BEST describes the aims of release and deployment management?
- To build, test and deliver the capability to provide the services specified by service design
- To ensure that each release package specified by service design consists of a set of related assets and service components
- To ensure that all changes can be tracked, tested and verified if appropriate
- To record and manage deviations, risks and issues related to the new or changed service
Correct answer: A
Question 3
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?
- Implementing service and process improvements
- Reviewing measurements and metrics
- Creating a baseline
- Defining measurable targets
Correct answer: D
Question 4
Which one of the following can help determine the level of impact of a problem?
- Definitive media library (DML)
- Configuration management system (CMS)
- Statement of requirements (SOR)
- Standard operating procedures (SOP)
Correct answer: B
Question 5
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
- Training in risk management for all staff and identification of risks
- Identification of risk, analysis and management of the exposure to risk
- Control of exposure to risk and investment of capital
- Training of all staff and investment of capital
Correct answer: B
Question 6
Which of the following is an enabler of best practice?
- Standards
- Technology
- Academic research
- Internal experience
Correct answer: B
Question 7
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"?
- Profit
- Preparation
- Products
- Potential
Correct answer: C
Question 8
Which of the following is NOT one of the five individual aspects of service design?
- The design of the service portfolio, including the service catalogue
- The design of new or changed services
- The design of market spaces
- The design of the technology architectures
Correct answer: C
Question 9
Where would you expect incident resolution targets to be documented?
- A service level agreement (SLA)
- A request for change (RFC)
- The service portfolio
- A service description
Correct answer: A
Question 10
Which of the following provide value to the business from service strategy?
- Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
- Enabling the service provider to respond quickly and effectively to changes in the business environment
- Reduction in the duration and frequency of service outages
- All of the above
- 1 and 3 only
- 1 and 2 only
- 2 and 3 only
Correct answer: C
