Exam Code: ITILF2011 (Practice Exam Latest Test Questions VCE PDF)
Exam Name: The ITIL Foundation - 2011
Certification Provider: ISEB
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Q16. 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
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Answer: D
Q17. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
A. Do
B. Perform
C. Implement
D. Measure
Answer: A
Q18. Which one of the following activities is NOT part of the Deming Cycle?
A. Act
B. Plan
C. Do
D. Co-ordinate
Answer: D
Q19. Which of the following are basic concepts used in access management?
A. Personnel, electronic, network, emergency, identity
B. Rights, access, identity, directory services, service/service components
C. Physical, personnel, network, emergency, service
D. Normal, temporary, emergency, personal, group
Answer: B
Q20. Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
Answer: B
Q21. Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
A. 1, 2 and 3 only
B. 1 and 2 only
C. 1, 2 and 4 only
D. All of the above
Answer: A
Q22. Which process would be used to compare the value that newer services have offered over those they have replaced?
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
Answer: C
Q23. Who is responsible for defining metrics for change management?
A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager
Answer: A
Q24. In which of the following should details of a workaround be documented?
A. The service level agreement (SLA)
B. The problem record
C. The availability management information system
D. The IT service plan
Answer: B
Q25. Which of the following is not a service desk type recognized in the service operation volume of ITIL?
A. Local
B. Centralized
C. Outsourced
D. Virtual
Answer: C
Q26. Which of the following are managed by facilities management?
1: Hardware within a data centre or computer room
2: Applications
3: Power and cooling equipment
4: Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
Answer: C
Q27. What guidance does ITIL give on the frequency of production of service reporting?
A. Service reporting intervals must be defined and agreed with the customers
B. Reporting intervals should be set by the service provider
C. Reports should be produced weekly
D. Service reporting intervals must be the same for all services
Answer: A
Q28. Which process is responsible for the availability, confidentiality and integrity of data?
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management
Answer: D
Q29. At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
Answer: A
Q30. Which of the following BEST describes technical management?
A. A function responsibilities for facilities management and building control systems
B. A function that provides hardware repair services for technology involved in the delivery of service to customers
C. Senior managers responsibilities for all staff within the technical support function
D. A function that includes providing technical expertise and overall management of the IT infrastructure
Answer: D