Up To The Immediate Present ITILF2011 Keys 2021

NEW QUESTION 1
Which one of the following is the BEST description of a service request?

• A. A request from a user for information, advice or for a standard change
• B. Anything that the customer wants and is prepared to pay for
• C. Any request or demand that is entered by a user via a self-help web-based interface
• D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

Answer: A

Explanation:

Service Request (Service Operation) A request from a User for information or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. See also Request Fulfillment.

NEW QUESTION 2
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

NEW QUESTION 3
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

• A. People, Process, Partners, Suppliers
• B. People, Process, Products, Technology
• C. People, Process, Products, Partners
• D. People, Products, Technology, Partners

Answer: C

NEW QUESTION 4
What is IT Governance concerned with?

• A. Measuring and improving the efficiency and effectiveness of IT processes
• B. Ensuring that IT processes support the organization's strategies and objectives
• C. Reducing the total cost of providing services to the business
• D. Ensuring that targets documented in Service Level Agreements (SLAs) are met

Answer: B

NEW QUESTION 5
Which of the following activities are performed by a service desk?
1: Logging details of incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Implementing all standard changes

• A. All of the above
• B. 1, 2 and 3 only
• C. 2 and 4 only
• D. 3 and 4 only

Answer: B

NEW QUESTION 6
Which core publication will you find detailed descriptions of service catalog management, information security and support management?

• A. Service strategy
• B. Service design
• C. Service transition
• D. Service operation

Answer: B

Explanation:
Reference: http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library#Service_Design

NEW QUESTION 7
In terms of adding value to the business, which one of the following describes service operation s contribution?

• A. The cost of the service is designed, predicted and validated
• B. Measures for optimization are identified
• C. Service value is modeled
• D. Service value is visible to customers

Answer: D

NEW QUESTION 8
Which one of the following is NOT the responsibility of service catalogue management?

• A. Ensuring that information in the service catalogue is accurate
• B. Ensuring that service level agreements are maintained
• C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
• D. Ensuring that all operational services are recorded in the service catalogue

Answer: B

NEW QUESTION 9
Which one of the following is the BEST description of a service level agreement (SLA)?

• A. The part of a contract that specifies the responsibilities of each party
• B. An agreement between the service provider and an internal organization
• C. An agreement between a service provider and an external supplier
• D. An agreement between the service provider and their customer

Answer: D

NEW QUESTION 10
How is the Service Catalogue used to add value to the service provider organization?

• A. Providing a central source of information on the IT services delivered
• B. Showing the business impact of a change
• C. Displaying the relationships between configuration items
• D. To predict the root cause of issues in the IT infrastructure

Answer: A

NEW QUESTION 11
Which one of the following is the CORRECT set of steps for the continual service improvement approach?

• A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
• B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
• C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
• D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Answer: D

NEW QUESTION 12
Which one of the following activities is NOT part of the Deming Cycle?

• A. Act
• B. Plan
• C. Do
• D. Co-ordinate

Answer: D

NEW QUESTION 13
Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

• A. Suppliers, manufacturers and vendors
• B. Customers
• C. Internal departments
• D. The facilities management function

Answer: A

NEW QUESTION 14
Which process has the following objective “Establish new or changed services into supported environments within the predicted cost, time and resource estimates”?

• A. Service strategy
• B. Service transition planning and support
• C. Service level management
• D. Change management

Answer: B

NEW QUESTION 15
Which of the following provide value to the business from service strategy?
1: Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2: Enabling the service provider to respond quickly and effectively to changes in the business environment
3: Reduction in the duration and frequency of service outages

• A. All of the above
• B. 1 and 3 only
• C. 1 and 2 only
• D. 2 and 3 only

Answer: C

NEW QUESTION 16
Which process is responsible for frequently occurring changes where risk and cost are low?

• A. Incident Management
• B. Request Fulfillment
• C. Release and Deployment Management
• D. Access management

Answer: B

NEW QUESTION 17
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

NEW QUESTION 18
What is the name of the group that should review changes that must be implemented faster than the normal change process?

• A. Technical management
• B. Emergency change advisory board
• C. Urgent change board
• D. Urgent change authority

Answer: B

NEW QUESTION 19
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

• A. Return on investment (ROI), value on investment (VOI), quality
• B. Strategic, tactical and operational
• C. Critical success factors (CSFs), key performance indicators (KPIs), activities
• D. Technology, process and service

Answer: D

NEW QUESTION 20
Which of the following activities is be performed by access management?

• A. Providing physical security for staff data centers and other buildings
• B. Managing access to computer rooms and other secure locations
• C. Managing access to the service desk
• D. Managing the rights to use a service or group of services

Answer: D

NEW QUESTION 21
Which of the following are reasons why ITIL is successful?
1: ITIL is vendor neutral
2: It does not prescribe actions
3: ITIL represents best practice

• A. All of the above
• B. 1 and 3 only
• C. 1 and 2 only
• D. 2 and 3 only

Answer: A

NEW QUESTION 22
Which one of the following activities would be performed by access management?

• A. Providing physical security for staff at data centers and other buildings
• B. Managing access to computer rooms and other secure locations
• C. Managing access to the service desk
• D. Managing the rights to use a service or group of services

Answer: D

NEW QUESTION 23
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

• A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
• B. No: the Known Error should be created before the problem is logged
• C. No: a known error record is created when the original incident is raised
• D. No: a known error record should be created with the next release of the service

Answer: A

NEW QUESTION 24
Which of the following BEST describes the purpose of access management?

• A. To provide a channel for users to request and receive standard services
• B. Provides the rights for users to be able to use a service or group of services
• C. To prevent problems and resulting Incidents from happening
• D. To detect security events and make sense of them

Answer: B

NEW QUESTION 25
Availability management is directly responsible for the availability of which of the following?

• A. IT services and components
• B. IT services and business processes
• C. Components and business processes
• D. IT services, components and business processes

Answer: A

NEW QUESTION 26
Customer perceptions and business outcomes help to define what?

• A. The value of a service
• B. Governance
• C. Total cost of ownership (TCO)
• D. Key performance indicators (KPIs)

Answer: A

NEW QUESTION 27
Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

• A. Technology, Customer, User
• B. Corporate, Customer, Service
• C. Corporate, Customer, Technology
• D. Service, User, IT

Answer: B

NEW QUESTION 28
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

NEW QUESTION 29
Which of the following is NOT a benefit of using public frameworks and standards?

• A. Knowledge of public frameworks is more likely to be widely distributed
• B. They are always free ensuring they can be implemented quickly
• C. They are validated across a wide range of environments making them more robust
• D. They make collaboration between organizations easier by giving a common language

Answer: B

NEW QUESTION 30
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