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ITIL Foundation (syllabus 2011)

Question No: 71 – (Topic 2)

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

  1. Employers

  2. Stakeholders

  3. Regulators

  4. Accreditors

Answer: B

Question No: 72 – (Topic 2)

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

  1. Internal

  2. External

  3. Service desk

  4. Shared services unit

    Answer: C

    Question No: 73 – (Topic 2)

    Which of the following providevalue to the business from service strategy?

    1. Enabling the service provider to have a clear understanding of what levels of service will make their customer#39;s successful

    2. Enabling the service provider to respond quickly and effectively to changes in the business environment

    3. Reduction in the duration and frequency of service outages

      1. All of the above

      2. 1 and 3 only

      3. 1 and 2 only

      4. 2 and 3 only

        Answer: C

        Question No: 74 – (Topic 2)

        Which of the following identify the purpose of business relationship management?

        1. Toestablish and maintain a business relationship between service provider and customer

        2. To identify customer needs and ensure that the service provider is able to meet

          1. Both of the above

          2. 1 only

          3. 2 only

          4. Neither of the above

Answer: A

Question No: 75 – (Topic 2)

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

  1. An internal service provider that is embedded within a business unit

  2. A complete set of all the documentation required to deliver world class services to customers

  3. Technical implementation of supporting IT infrastructure components

  4. The implementation and management of quality IT services that meet business needs

Answer: D

Question No: 76 – (Topic 2)

Which one of the following activities does application management perform?

  1. Defining where the vendor of an application should be located

  2. Ensuring that the required functionality is available to achieve the required business outcome

  3. Deciding who the vendor of the storage devices will be

  4. Agreeing the service levels for the service supported by the application

Answer: B

Question No: 77 – (Topic 2)

What is a RACI model used for?

  1. Performance analysis

  2. Recording configuration items

  3. Monitoring services

  4. Defining roles and responsibilities

Answer: D

Question No: 78 – (Topic 2)

Which one of the following statements about incident reporting and logging is CORRECT?

  1. Incidents can only be reported by users

  2. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

  3. All calls to the service desk must be logged as incidents

  4. Incidents reported by technical staff must also be logged as problems

Answer: B

Question No: 79 – (Topic 2)

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

  1. Availability management

  2. Capacity management

  3. Design coordination

  4. Release management

Answer: C

Question No: 80 – (Topic 2)

Which function or process would provide staff to monitor events in an operations bridge?

  1. Technical management

  2. IT operations management

  3. Request fulfillment

  4. Applications management

Answer: B

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