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ITIL Foundation (syllabus 2011)

Question No: 21 – (Topic 1)

Which of the following are reasons why ITILis successful?

  1. ITIL is vendor neutral

  2. It does not prescribe actions

  3. ITIL represents best practice

    1. All of the above

    2. 1 and 3 only

    3. 1 and 2 only

    4. 2 and 3 only

Answer: A

Question No: 22 – (Topic 1)

Which process is responsible for the availability, confidentiality and integrity of data?

  1. Service catalogue management

  2. Service asset and configuration management

  3. Change management

  4. Information security management

Answer: D

Question No: 23 – (Topic 1)

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

  1. Service level management

  2. IT operations management

  3. Capacity management

  4. Incident management

Answer: B

Question No: 24 – (Topic 1)

A process owner has been identified with an 鈥淚鈥?in a RACI matrix. Which one of the following would be expected of them?

  1. Be accountable for the outcome of an activity

  2. Perform an activity

  3. Be kept up-to-date onthe progress of an activity

  4. Manage an activity

Answer: C

Question No: 25 – (Topic 1)

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

  1. The change authorization board

  2. The change advisory board

  3. The change implementer

  4. The change manager

Answer: B

Question No: 26 – (Topic 1)

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

Answer: A

Question No: 27 – (Topic 1)

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

  1. RACI model

  2. Incident model

  3. Continual service improvement (CSI) approach

  4. The Deming Cycle

Answer: A

Question No: 28 – (Topic 1)

Which statement should NOT be part of the value proposition for Service Design?

  1. Reduced total cost of ownership

  2. Improved quality of service

  3. Improved Service alignment with business goals

  4. Better balance of technical skills to support live services

Answer: D

Question No: 29 – (Topic 1)

Which one of the following contains information that is passed to service transitionto enable the implementation of a new service?

  1. A service option

  2. A service transition package (STP)

  3. A service design package (SDP)

  4. A service charter

Answer: C

Question No: 30 – (Topic 1)

Which process includes business, service and componentsub-processes?

  1. Capacity management

  2. Incident management

  3. Service level management

  4. Financial management

Answer: A

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