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ITIL Foundation (syllabus 2011)

Question No: 381 – (Topic 7)

Which of the following is NOT defined as part of every process?

  1. Roles

  2. Inputs and outputs

  3. Functions

  4. Metrics

    Answer: C

    Question No: 382 – (Topic 7)

    When can a known error record tie raised?

    1. At any time when it would be useful to do so

    2. After a workaround has been found

      1. 2onty

      2. 1 only

      3. Neither of the above

      4. Both of the above

Answer: C

Question No: 383 – (Topic 7)

Which of the following activities is NOT a part of the Derning Cycle?

  1. Act

  2. Plan

  3. Do

  4. Co-ordinate

Answer: D

Reference:http://itilblues.wordpress.com/2010/03/10/mush-and-room-6-the-deming-cycle/

Question No: 384 – (Topic 7)

Order the following continual service improvement (CSI) implementation stepsinto the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.

  1. Allocate roles and responsibilities to work on CSI initiatives.

  2. Measure and review that the CSI plan is executed and its objectives are being achieved.

  3. Identify the scope, objectives and requirements for CSI.

  4. Decision on implementation of further enhancement.

A. 3-1-2-4

B. 3-4-2-1

C. 1-3-2-4

D. 2-3-4-1

Answer: A

Question No: 385 – (Topic 7)

Which of the following is an example of self-help capabilities?

  1. Menu-driven range of facilities used to access service requests

  2. Calls to the service desk to register standard changes

  3. A software update downloaded automatically to all laptops in an organization

  4. Software to allow programmers to debug code

Answer: A

Question No: 386 – (Topic 7)

Which of the following activities is NOT a part of the Deming Cycle?

  1. Act

  2. Plan

  3. Do

  4. Coordinate

Answer: D

Question No: 387 – (Topic 7)

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

  1. Categorization

  2. Logging

  3. Prioritization

  4. Closure

Answer: A

Question No: 388 – (Topic 7)

Which of the following should NOT be a concern of Risk Management?

  1. To ensure that the organization can continue to operatein the event of a major disruption or disaster

  2. To ensure that the workplace is a safe environment for its employees and customers

  3. To ensure that the organization assets, such as information, facilities and building are

    protected from threats, damageor loss

  4. To ensure only the change requests with mitigated risks are approved for implementation

    Answer: D

    Question No: 389 – (Topic 7)

    Which of the following are aspects of Service Design?

    1. Architectures

    2. Technology

    3. Service Management processes

    4. Metrics

      1. 1 only

      2. 2 and 3 only

      3. 1, 2 and 4 only

      4. All of the above

Answer: D

Question No: 390 – (Topic 7)

Which of the following is the BEST definition of an event?

  1. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure

  2. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  3. The unknown cause of one or more incidents that have an impact on an IT service

  4. Reducing or eliminating the cause of an incident or problem

Answer: A

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