Download ITIL Foundation (syllabus 2011).ITILFND.Prep4Sure.2018-09-18.240q.vcex

Vendor: ITIL
Exam Code: ITILFND
Exam Name: ITIL Foundation (syllabus 2011)
Date: Sep 18, 2018
File Size: 217 KB
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Demo Questions

Question 1
Which of the following statements BEST describes the aims of release and deployment management? 
  1. To build, test and deliver the capability to provide the services specified by service design
  2. To ensure that each release package specified by service design consists of a set of related assets and service components
  3. To ensure that all changes can be tracked, tested and verified if appropriate
  4. To record and manage deviations, risks and issues related to the new or changed service
Correct answer: A
Question 2
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
  1. Implementing service and process improvements
  2. Reviewing measurements and metrics
  3. Creating a baseline
  4. Defining measurable targets
Correct answer: D
Question 3
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)
Correct answer: B
Question 4
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
  1. Training in risk management for all staff and identification of risks
  2. Identification of risk, analysis and management of the exposure to risk
  3. Control of exposure to risk and investment of capital
  4. Training of all staff and investment of capital
Correct answer: B
Question 5
Which of the following is an enabler of best practice?
  1. Standards
  2. Technology
  3. Academic research
  4. Internal experience
Correct answer: B
Question 6
Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
  1. Profit
  2. Preparation
  3. Products
  4. Potential
Correct answer: C
Question 7
Which of the following is NOT one of the five 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
Correct answer: C
Question 8
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
Correct answer: A
Question 9
Which of the following provide value 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'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
Correct answer: C
Question 10
What are the categories of event described in the ITIL service operation book?
  1. Informational, scheduled, normal
  2. Scheduled, unscheduled, emergency
  3. Informational, warning, exception
  4. Warning, reactive, proactive 
Correct answer: C
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