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ITIL Foundation (syllabus 2011)

Question No: 301 – (Topic 6)

Which of the following is a responsibility of Supplier Management?

  1. Development, negotiation and agreement of contracts.

  2. Development, negotiation and agreement of Organizational Level Agreements

  3. Development, negotiation and agreement of ServiceLevel Agreements.

  4. Development, negotiation and agreement of Service Portfolio

Answer: A

Question No: 302 – (Topic 6)

Which of the following are the two primary elements that create value for customers?

  1. Value on investment (VOI) and return on investment (ROI)

  2. Customer and user satisfaction

  3. Service requirements andwarranty

  4. Resources and capabilities

Answer: D

Question No: 303 – (Topic 6)

IT Service Continuity strategy should be based on:

  1. Design of the service technology

  2. Business continuity strategy

  3. Business Impact Analysis

  4. Risk assessment

  1. 1, 2 and 4 only

  2. 1, 2 and 3 only

  3. 2, 3 and 4 only

  4. 1, 3 and 4 only

Answer: C

Question No: 304 – (Topic 6)

Removing or restricting rights to use an IT Service is the responsibility of which process?

  1. Access Management

  2. Incident Management

  3. Request Fulfillment

  4. Change Management

Answer: A

Question No: 305 – (Topic 6)

What are the publications that provide guidance specific to industry sectors and organization types known as?

  1. The Service Strategy and Service Transition books

  2. The ITIL Complementary Guidance

  3. TheService Support and Service Delivery books

  4. Pocket Guides

Answer: B

Question No: 306 – (Topic 6)

Which of the following activities are responsibilities of a Supplier Manager?

  1. Negotiating and agreeing Contracts

  2. Updating the Supplier and Contract database

  3. Planning for possible closure, renewal or extension of contracts

  4. Managing relationships with internal suppliers

  1. 1, 2 and 3 only

  2. 1, 3 and 4 only

  3. 2, 3 and 4 only

  4. None of the above

Answer: A

Question No: 307 – (Topic 6)

Which of the following is NOT a responsibility of service transition?

  1. To ensure that a service can be managed, operated and supported within constraints specified by design

  2. To design and develop capabilities for service management

  3. To provide quality knowledge of change and release and deployment management

  4. To plan the resource requirements to manage a release

Answer: B

Question No: 308 – (Topic 6)

Which of the following statements about theService Portfolio and Service Catalogue is the MOST CORRECT?

  1. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being consideredfor future development

  2. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development

  3. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment

  4. Service Catalogue and Service Portfolio are different names for the same thing

Answer: C

Question No: 309 – (Topic 6)

What is the definition of an Alert?

  1. An error message to the user of an application

  2. An audit report that indicates areas where IT is not performing according to agreed procedures

  3. A warning that a threshold has been reached or that something has changed

  4. A type of Incident

Answer: C

Question No: 310 – (Topic 6)

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to businessusers and customers?

  1. Continual Service Improvement

  2. Service Transition

  3. Service Design

  4. Service Operation

Answer: D

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