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ITIL Foundation (syllabus 2011)

Question No: 51 – (Topic 1)

The BEST description of an incident is:

  1. An unplanned disruption of service unless there is a backup to that service

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

  3. Any disruptionto service whether planned or unplanned

  4. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

    Answer: B

    Question No: 52 – (Topic 1)

    Which of the following types of service should be included in the scope of service portfolio management?

    1. Those planned to be delivered

    2. Those being delivered

    3. Those that have been withdrawn from service

      1. 1 and 3 only

      2. All of the above

      3. 1 and 2 only

      4. 2 and 3 only

Answer: B

Question No: 53 – (Topic 1)

The design of IT services requires the effective and efficient use of quot;the four Psquot;. What are these four Ps?

  1. People, process, partners, performance

  2. Performance, process, products, plans

  3. People, process, products, partners

  4. People, products, plans, partners

Answer: C

Question No: 54 – (Topic 1)

Which one of the following would NOT be defined as part of every process?

  1. Roles

  2. Inputs and outputs

  3. Functions

  4. Metrics

    Answer: C

    Question No: 55 – (Topic 1)

    Which of the following service desk organizational structures are described in service operation?

    1. Local service desk

    2. Virtual service desk

    3. IT help desk

    4. Follow the sun

      1. 1, 2 and 4 only

      2. 2, 3 and 4 only

      3. 1, 3 and 4 only

      4. 1, 2and 3 only

Answer: A

Question No: 56 – (Topic 1)

Availability management is directly responsible for the availability of which of the following?

  1. IT services and components

  2. IT services and business processes

  3. Components and business processes

  4. IT services, components and business processes

Answer: A

Question No: 57 – (Topic 1)

Which of the following is NOT an objective of service transition?

  1. To ensure that a service can be operated, managed and supported

  2. To providetraining and certification in project management

  3. To provide quality knowledge and information about services and service assets

  4. To plan and manage the capacity and resource requirements to manage a release

    Answer: B

    Question No: 58 – (Topic 1)

    Which of the following should be documented in an incident model?

    1. Details of the service level agreement (SLA) pertaining to the incident

    2. Chronological order of steps to resolve the incident

      1. 1 only

      2. 2 only

      3. Both of the above

      4. Neither of the above

Answer: B

Question No: 59 – (Topic 1)

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

  1. Configuration baseline

  2. Project baseline

  3. Change baseline

  4. Asset baseline

Answer: A

Question No: 60 – (Topic 1)

Which of these statements about resources and capabilities is CORRECT?

  1. Resources are types of service asset and capabilities are not

  2. Resourcesand capabilities are both types of service asset

  3. Capabilities are types of service asset and resources are not

  4. Neither capabilities nor resources are types of service asset

Answer: B

Topic 2, Volume B

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