Download ITIL Foundation (syllabus 2011).ITILFND.CertKey.2019-02-02.310q.vcex

Vendor: ITIL
Exam Code: ITILFND
Exam Name: ITIL Foundation (syllabus 2011)
Date: Feb 02, 2019
File Size: 254 KB
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Demo Questions

Question 1
A process owner is responsible for which of the following? 
  1. Defining the process 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
Correct answer: C
Question 2
Which one of the following is concerned with policy and direction?
  1. Capacity management
  2. Governance
  3. Service design
  4. Service level management
Correct answer: B
Question 3
Which of the following should be considered when designing measurement systems, methods and metrics?  
1. The services  
2. The architectures  
3. The configuration items  
4. The processes
  1. 1, 2 and 3 only
  2. 1, 3 and 4 only
  3. 2, 3 and 4 only
  4. All of the above
Correct answer: D
Question 4
Which of the following is the best definition of IT service 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
Correct answer: D
Question 5
Which of the following is service transition planning and support NOT responsible for?
  1. Prioritizing conflicts for service transition resources
  2. Coordinating the efforts required to manage multiple simultaneous transitions
  3. Maintaining policies, standards and models for service transition activities and processes
  4. Detailed planning of the build and test of individual changes
Correct answer: D
Question 6
What are underpinning contracts used to document?
  1. The provision of IT services or business services by a service provider
  2. The provision of goods and services by third party suppliers
  3. Service levels that have been agreed between the internal service provider and their customer
  4. Metrics and critical success factors (CSFs) for internal support teams
Correct answer: B
Question 7
In which document would you expect to see an overview of actual service achievements against targets?
  1. Operational level agreement(OLA)
  2. Capacity plan
  3. Service level agreement(SLA)
  4. SLA monitoring chart(SLAM)
Correct answer: D
Question 8
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
  1. The IT director
  2. The process owner
  3. The service owner
  4. The customer
Correct answer: B
Question 9
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
Correct answer: B
Question 10
Which of the following identify the purpose of business relationship management?  
1. To establish 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
Correct answer: A
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