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ITIL Foundation (syllabus 2011)

Question No: 81 – (Topic 2)

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

  1. Service Strategy

  2. Continual Service Improvement

  3. Service Operation

  4. Service Design

Answer: B

Question No: 82 – (Topic 2)

Which one of the following can help determine the level of impact of a problem?

  1. Definitive media library (DML)

  2. Configuration management system (CMS)

  3. Statement of requirements (SOR)

  4. Standard operating procedures (SOP)

    Answer: B

    Question No: 83 – (Topic 2)

    Which of the following statements about standard changes are CORRECT?

    1. The approach is pre-authorized

    2. The risk is usually low and well understood

    3. Details of the change will be recorded

    4. Some standard changes will be triggered by the request fulfilment process

      1. 1 only

      2. 2 and 3 only

      3. 1, 2 and 4 only

      4. All of the above

Answer: D

Question No: 84 – (Topic 2)

Which one of the following is NOT a valid purpose or objective of problem management?

  1. To prevent problems and resultant incidents

  2. To manage problems throughout their lifecycle

  3. To restore service to auser

  4. To eliminate recurring incidents

Answer: C

Question No: 85 – (Topic 2)

Which of the following CANNOT be provided by a tool?

  1. Knowledge

  2. Information

  3. Wisdom

  4. Data

    Answer: C

    Question No: 86 – (Topic 2)

    What would be the next step in the continual service improvement (CSI) model after?

    1. What is the vision?

    2. Where are we now?

    3. Where do we want to be?

    4. How do we get there?

    5. Did we get there? 6. ?

      1. What is the return on investment (ROI)?

      2. How much did it cost?

      3. How do we keep the momentum going?

      4. What is the value on investment (VOI)?

Answer: C

Question No: 87 – (Topic 2)

Service design emphasizes the importanceof the quot;Four Psquot;. These quot;Four Psquot; include Partners, People, Processes and one other quot;Pquot;. Which of the following is the additional quot;Pquot;?

  1. Profit

  2. Preparation

  3. Products

  4. Potential

Answer: C

Question No: 88 – (Topic 2)

Which process is responsible for ensuring that appropriate testing takes place?

  1. Knowledge management

  2. Release and deployment management

  3. Service asset and configuration management

  4. Service level management

    Answer: B

    Question No: 89 – (Topic 2)

    A process owner is responsible for which of the following?

    1. Defining theprocess strategy

    2. Assisting with process design

    3. Improving the process

    4. Performing all activities involved in a process

      1. 2, 3 and 4 only

      2. All of the above

      3. 1, 2 and 3 only

      4. 1, 2 and 4 only

Answer: C

Question No: 90 – (Topic 2)

Which one of the following is an objective of service catalogue management?

  1. Negotiating and agreeing service level agreement

  2. Negotiating and agreeing operational level agreements

  3. Ensuring that the service catalogue is made available to those approved to access it

  4. Only ensuring that adequate technical resources are available

Answer: C

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