File Info
| Exam | ITIL Foundation (syllabus 2011) |
| Number | ITILFND |
| File Name | ITIL.ITILFND.Prep4Sure.2018-12-08.310q.vcex |
| Size | 264 KB |
| Posted | Dec 08, 2018 |
| Download | ITIL.ITILFND.Prep4Sure.2018-12-08.310q.vcex |
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Demo Questions
Question 1
Which statement should NOT be part of the value proposition for Service Design?
- Reduced total cost of ownership
- Improved quality of service
- Improved Service alignment with business goals
- Better balance of technical skills to support live services
Correct answer: D
Question 2
Which process would be used to compare the value that newer services have offered over those they have replaced?
- Availability management
- Capacity management
- Service portfolio management
- Service catalogue management
Correct answer: C
Question 3
Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
- Job descriptions
- Functions
- Teams
- Roles, people or groups
Correct answer: D
Question 4
Hierarchic escalation is BEST described as?
- Notifying more senior levels of management about an incident
- Passing an incident to people with a greater level of technical skill
- Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
- Failing to meet the incident resolution times specified in a service level agreement
Correct answer: A
Question 5
Which one of the following functions would be responsible for the management of a data centre?
- Technical management
- Service desk
- Application management
- Facilities management
Correct answer: D
Question 6
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
- RACI model
- Incident model
- Continual service improvement (CSI) approach
- The Deming Cycle
Correct answer: A
Question 7
Which process will regularly anal0yse incident data to identify discernible trends?
- Service level management
- Problem management
- Change management
- Event management
Correct answer: B
Question 8
Which is the correct definition of a customer facing service?
- One which directly supports the business processes of customers
- A service that cannot be allowed to fail
- One which is not covered by a service level agreement
- A service not directly used by the business
Correct answer: A
Question 9
Which one of the following is the BEST definition of the term service management?
- A set of specialized organizational capabilities for providing value to customers in the form of services
- A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
- The management of functions within an organization to perform certain activities
- Units of organizations with roles to perform certain activities
Correct answer: A
Question 10
Which of the following is NOT a valid objective of problem management?
- To prevent problems and their resultant Incidents
- To manage problems throughout their lifecycle
- To restore service to a user
- To eliminate recurring incidents
Correct answer: C
