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ITIL Foundation (syllabus 2011)

Question No: 101 – (Topic 2)

What guidance does ITIL give on the frequency of production of service reporting?

  1. Service reporting intervals must be defined and agreed with the customers

  2. Reporting intervals should be set by the service provider

  3. Reports shouldbe produced weekly

  4. Service reporting intervals must be the same for all services

    Answer: A

    Question No: 102 – (Topic 2)

    Which of the following are classed as stakeholders in service management?

    1. Customers

    2. Users

    3. Suppliers

      1. All of the above

      2. 1 and 3 only

      3. 1 and 2 only

      4. 2 and 3 only

Answer: A

Question No: 103 – (Topic 2)

The effective management of risk requires specific types of action. Which of the following pairs of actionswould 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

Answer: B

Question No: 104 – (Topic 2)

Which of the following BEST describes a problem?

  1. An issue reported by a user

  2. The cause of two or more incidents

  3. A serious incident whichhas a critical impact to the business

  4. The cause of one or more incidents

Answer: D

Question No: 105 – (Topic 2)

Which one of the following activities are carried out during the quot;Where do we want to be?quot; step of the continual service improvement (CSI) approach?

  1. Implementing service andprocess improvements

  2. Reviewing measurements and metrics

  3. Creating a baseline

  4. Defining measurable targets

    Answer: D

    Question No: 106 – (Topic 2)

    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

Answer: D

Question No: 107 – (Topic 2)

Which of the following is service transition planning and support NOT responsible for?

  1. Prioritizing conflicts for servicetransition 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 individualchanges

Answer: D

Question No: 108 – (Topic 2)

Which of the following is NOT an objective of Continual Service Improvement?

  1. Review and analyze Service Level Achievement results

  2. Identifyactivities to improve the efficiency of service management processes

  3. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

  4. Conduct activities to deliver and manage services at agreed levels to business users

Answer: D

Question No: 109 – (Topic 2)

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 servicedesign

  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, risksand issues related to the new or changed service

Answer: A

Question No: 110 – (Topic 2)

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

  1. Do

  2. Perform

  3. Implement

  4. Measure

Answer: A

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