EX0-117 - ITIL Foundation (syllabus 2011)

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Example Questions

Which of the following statements is CORRECT for every process? - 1. It delivers its primary results to a customer or stakeholder - 2. It defines activities that are executed by a single function Which of the following is an enabler of best practice? Which one of the following is an objective of service catalogue management? Effective release and deployment management enables the service provider to add value to the business by? Which of the following would be most useful in helping to implement a workaround as quickly as possible? Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'? Which role is responsible for carrying out the activities of a process? Which of the following is MOST concerned with the design of new or changed services? What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other? Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure? Consider the following list: 1. Change authority 2. Change manager 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above? Which one of the following statements BEST describes a definitive media library (DML)? In which of the following should details of a workaround be documented? The term 'Service Management' is best used to describe? Which statement should NOT be part of the value proposition for Service Design? Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle? Which one of the following is NOT the responsibility of service catalogue management? What is the primary focus of the business management? Which one of the following is the BEST description of a service level agreement (SLA)? Which process will perform risk analysis and review of all suppliers and contracts on a regular basis? Which one of the following would NOT be defined as part of every process? Which two processes will contribute MOST to enabling effective problem detection? Which one of the following statements about incident reporting and logging is CORRECT? The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what? Which of the following is NOT an objective of Continual Service Improvement? 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 customers successful 2. Enabling the service provider to respond quickly and effectively to changes in the business environment 3. Support the creation of a portfolio of quantified services Which of the following BEST describes the purpose of access management? What are underpinning contracts used to document? Access management is closely related to which other process? Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle? Consider the following list: - 1. Change authority - 2. Change manager - 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above? Which one of the following is NOT an aim of the change management process? 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"? The consideration of value creation is a principle of which stage of the service lifecycle? Why is it important for service providers to understand patterns of business activity (PBA)? Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained? What is a service delivered between two business units in the same organization known as? Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge? Availability management is directly responsible for the availability of which of the following? Which of the following areas would technology help to support during the service lifecycle? 1. Data mining and workflow 2. Measurement and reporting 3. Release and deployment 4. Process design Which function or process would provide staff to monitor events in an operations bridge? Which one of the following statements is CORRECT? Which one of the following is the BEST definition of reliability? In which document would you expect to see an overview of actual service achievements against targets? What is the PRIMARY process for strategic communication with the service provider's customers? Which one of the following do technology metrics measure? Which one of the following is it the responsibility of supplier management to negotiate and agree? Which process will regularly analyse incident data to identify discernible trends? Which one of the following provides the CORRECT list of processes within the service operation stage of the service life-cycle? Which of the following would commonly be found in a contract underpinning an IT service? - 1. Financial arrangements related to the contract - 2. Description of the goods or service provided - 3. Responsibilities and dependencies for both parties