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ITIL Foundation (syllabus 2011)

Question No: 171 – (Topic 3)

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

  1. To ensure that a service can be managed and operated in accordance with constraints specified during design

  2. To design and develop capabilities for service management

  3. To provide good-quality knowledge and information about services

  4. To plan the resources required to manage a release

Answer: B

Question No: 172 – (Topic 3)

Which one ofthe following is the BEST definition of an event?

  1. Any change of state that has significance for the management of a configuration item (CI) or IT service

  2. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  3. The unknown cause of one or more incidents that have an impact on an IT service

  4. Reducing or eliminating the cause of an incident or problem

Answer: A

Question No: 173 – (Topic 3)

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

  1. Service asset and configuration management

  2. Event management

  3. Service catalogue management

  4. Problem management

    Answer: B

    Question No: 174 – (Topic 3)

    Which of the following would be examined by a major problem review?

    1. Things that were done correctly

    2. Things that were done incorrectly

    3. How to prevent recurrence

    4. What could be done better in the future

      1. 1 only

      2. 2 and 3 only

      3. 1, 2 and 4 only

      4. All of the above

Answer: D

Question No: 175 – (Topic 3)

Which one of the following statements BEST describes a definitive media library (DML)?

  1. A secure location where definitive hardware spares are held

  2. A secure library where definitive authorized versions ofall media configuration items (CIs) are stored and protected

  3. A database that contains definitions of all media CIs

  4. A secure library where definitive authorized versions of all software and back-ups are stored and protected

Answer: B

Question No: 176 – (Topic 3)

Which one of the following is NOT an objective of problem management?

  1. Minimizing the impact of incidents that cannot be prevented

  2. Preventing problems and resulting incidents from happening

  3. Eliminatingrecurring incidents

  4. Restoring normal service operation as quickly as possible

Answer: D

Question No: 177 – (Topic 3)

Which one of the following are the two primary elements that create value for customers?

  1. Value on investment (VOI) and return on investment (ROI)

  2. Customer and user satisfaction

  3. Service requirements and warranty

  4. Resources andcapabilities

Answer: D

Question No: 178 – (Topic 3)

In terms of adding value to the business, which one of the following describes service operation s contribution?

  1. The cost of the service is designed, predicted and validated

  2. Measures for optimization are identified

  3. Service value is modeled

  4. Service value is visible to customers

Answer: D

Topic 4, Volume D

Question No: 179 – (Topic 4)

Which of the following is the BEST description of a service-based service level agreement (SLA)?

  1. The SLA covers one service, for all the customers of that service

  2. The SLA covers an individual customer group for all services they use

  3. An SLA that covers all customers for all services

  4. An SLA for a service with no customers

Answer: A

Question No: 180 – (Topic 4)

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

  1. A capacity database

  2. A definitive media library

  3. A request for change

  4. A knownerror database

Answer: D

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