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ITIL Foundation (syllabus 2011)

Question No: 351 – (Topic 6)

Which of the following is the BEST definition of the term service management?

  1. A set of specialized organizational capabilities for providing value to customersin the form of services

  2. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

  3. The management of functions within an organization to perform certain activities

  4. Units of organizations with roles to perform certain activities

Answer: A

Question No: 352 – (Topic 6)

Which of the following defines the level of protection in Information Security Management?

  1. The IT Executive

  2. The ISO27001 Standard

  3. The Business

  4. The Service Level Manager

Answer: C

Question No: 353 – (Topic 6)

Availability Management is responsible for availability of the:

  1. Services and Components

  2. Services and Business Processes

  3. Components and Business Processes

  4. Services, Components and Business Processes

Answer: A

Question No: 354 – (Topic 6)

Which Function would provide staff to monitor events in an Operations Bridge?

  1. Applications Management

  2. Service Desk

  3. Technical Management

  4. IT Operations Management

Answer: C

Question No: 355 – (Topic 6)

What is the objective of Access Management?

  1. To provide security staff for Data Centers and other buildings

  2. To manage accessto computer rooms and other secure locations

  3. To manage access to the Service Desk

  4. To manage the right to use a service or group of services

Answer: D

Topic 7, Volume G

Question No: 356 – (Topic 7)

A single Release unit, or a structured set of Release units can be defined within:

  1. TheRACI Model

  2. A Release Package

  3. A Request Model

  4. The Plan, Do, Check, Act (PDCA) cycle

Answer: B

Question No: 357 – (Topic 7)

Which of the following would commonly be in a contract underpinning an IT service?

  1. Marketing information

  2. Contract description and scope

  3. Responsibilities anddependencies

  1. 1 and 2 only

  2. 1 and 3 only

  3. 2 and 3 only

  4. None of the above

Answer: C

Question No: 358 – (Topic 7)

The Supplier Management process includes:

1: Service Design activities, to ensure that contracts will be ableto support the service requirements

2: Service Operation activities, to monitor and report supplier achievements

3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

  1. 1 and 2 only

  2. 1 only

  3. All of the above

  4. 1 and 3 only

Answer: C

Question No: 359 – (Topic 7)

Who owns the specific costs and risks associated with providing a service?

  1. The Service Provider

  2. The Service Level Manager

  3. The Customer

  4. The Financedepartment

Answer: A

Question No: 360 – (Topic 7)

Service Design emphasizes the importance of the #39;Four Ps#39;. Which of the following is a correct list of these #39;Four Ps#39;?

  1. People, Products, Partners, Profit

  2. People, Process, Products, Partners

  3. Potential, Preparation, Performance,Profit

  4. People, Potential, Products, Performance

Answer: B

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