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ITIL Foundation (syllabus 2011)

Question No: 61 – (Topic 2)

Which statement about the emergencychange advisory board (ECAB) is CORRECT?

  1. The ECAB considers every high priority request for change (RFC)

  2. Amongst the duties of the ECAB is the review of completed emergency changes

  3. The ECAB will be used for emergency changes where there may notbe time to call a full CAB

  4. The ECAB will be chaired by the IT Director

Answer: C

Question No: 62 – (Topic 2)

Which of the following statements MOST correctly identifies the scope of design coordination activities?

  1. Only changes that introduce new services

  2. It is mandatory that all changes are subject to design coordination activity

  3. Only changes to business critical systems

  4. Any change that the organization believes could benefit

Answer: D

Question No: 63 – (Topic 2)

Which process isresponsible for sourcing and delivering components of requested standard services?

  1. Request fulfilment

  2. Service portfolio management

  3. Service desk

  4. IT finance

Answer: A

Question No: 64 – (Topic 2)

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

  1. A change

  2. A change model

  3. A change request

  4. A change advisory board

Answer: A

Question No: 65 – (Topic 2)

Which of the following is NOT one of thefive individual aspects of service design?

  1. The design of the service portfolio, including the service catalogue

  2. The design of new or changed services

  3. The design of market spaces

  4. The design of the technology architectures

Answer: C Explanation:

QUESTIONNO: 71

Where would you expect incident resolution targets to be documented?

  1. A service level agreement (SLA)

  2. A request for change (RFC)

  3. The service portfolio

  4. A service description Answer: A

Question No: 66 – (Topic 2)

Which of the following is NOT a valid objective of problemmanagement?

  1. To prevent problems and their resultant Incidents

  2. To manage problems throughout their lifecycle

  3. To restore service to a user

  4. To eliminate recurring incidents

Answer: C

Question No: 67 – (Topic 2)

Which of the following areas would technology help to support during the service lifecycle?

  1. Data mining and workflow

  2. Measurement and reporting

  3. Release and deployment

  4. Process design

    1. 2, 3 and 4 only

    2. 1, 3 and 4 only

    3. 1, 2 and 3 only

    4. All of the above

Answer: D

Question No: 68 – (Topic 2)

Which one of the following is the BEST definition ofthe term service management?

  1. A set of specialized organizational capabilities for providing value to customers in the form of services

  2. A group of interacting, interrelated, or independent components that form a unified whole, operating together fora common purpose

  3. The management of functions within an organization to perform certain activities

  4. Units of organizations with roles to perform certain activities

Answer: A

Question No: 69 – (Topic 2)

Which of the following is an enabler of best practice?

  1. Standards

  2. Technology

  3. Academic research

  4. Internal experience

Answer: B

Question No: 70 – (Topic 2)

Which of the following is the best definition of service management?

  1. The ability to keep services highly available to meet the business needs

  2. A set of specialized organizational capabilities for providing value to customers in the form of services

  3. A complete set of all the documentation required todeliver world class services to customers

  4. An internationally recognized methodology to provide valuable services to customers

Answer: B

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