Download ITIL 2011 Foundation.58.TestInside.2019-05-20.325q.vcex

Vendor: PEOPLECERT
Exam Code: 58
Exam Name: ITIL 2011 Foundation
Date: May 20, 2019
File Size: 206 KB
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Demo Questions

Question 1
Which of the following options is a hierarchy that is used in knowledge management?
  1. Wisdom - Information - Data - Knowledge
  2. Data - Information - Knowledge - Wisdom
  3. Knowledge - Wisdom - Information - Data
  4. Information - Data - Knowledge - Wisdom
Correct answer: B
Question 2
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
  1. Service design: Design the processes
  2. Service strategy: Develop the offerings
  3. Service transition: Plan and prepare for deployment
  4. Service operation: IT operations management
Correct answer: A
Question 3
The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?
  1. People, process, partners, performance
  2. Performance, process, products, plans
  3. People, process, products, partners
  4. People, products, plans, partners
Correct answer: C
Question 4
Which two processes will contribute MOST to enabling effective problem detection?
  1. Incident and financial management
  2. Change and release and deployment management
  3. Incident and event management
  4. Knowledge and service level management
Correct answer: C
Question 5
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
  1. Change proposal
  2. Change policy
  3. Service request
  4. Risk register
Correct answer: A
Question 6
Which of the following should be documented in an incident model? 
1. Details of the service level agreement (SLA) pertaining to the incident 
2. Chronological order of steps to resolve the incident
  1. 1 only
  2. 2 only
  3. Both of the above
  4. Neither of the above
Correct answer: B
Question 7
Why is it important for service providers to understand patterns of business activity (PBA)?
  1. PBA are based on organizational roles and responsibilities
  2. IT service providers CANNOT schedule changes until they understand PBA
  3. Demand for the services delivered by service providers are directly influenced by PBA
  4. Understanding PBA is the only way to enable accurate service level reporting
Correct answer: C
Question 8
Which of the following are objectives of service level management? 
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
  1. 1, 2 and 3 only
  2. 1 and 2 only
  3. 1, 2 and 4 only
  4. All of the above
Correct answer: A
Question 9
Which of the following service desk organizational structures are described in service operation? 
1. Local service desk 
2. Virtual service desk 
3. IT help desk 
4. Follow the sun
  1. 1, 2 and 4 only
  2. 2, 3 and 4 only
  3. 1, 3 and 4 only
  4. 1, 2 and 3 only
Correct answer: A
Question 10
What are the categories of event described in the UIL 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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