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EXINInc ITILFND: ITIL Foundation (syllabus 2011)

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Question 1

- (Topic 4)
Which one of the following do technology metrics measure?

A. Components

B. Processes

C. The end-to-end service

D. Customer satisfaction

Correct Answer:A

Question 2

- (Topic 6)
What is the PRIMARY process for strategic communication with the service provider's customers?

A. Service catalogue management

B. Service portfolio management

C. Service desk

D. Business relationship management

Correct Answer:D

Question 3

- (Topic 2)
Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. None of the above

Correct Answer:C

Question 4

- (Topic 10)
Which of the following BEST describes a service level agreement (SLA.?

A. A written agreement between a supplier and the IT customer(s), defining the key service targets andresponsibilities of both parties

B. A partnership developed between the IT service provider and the customer, so that a mutuallybeneficial agreement is reached

C. The key service targets and responsibilities of both parties that are used to hold each partyaccountable when disputes arise

D. An agreement between an IT service provider and another part of the same organization that assistswith the provision of services

Correct Answer:A

Question 5

- (Topic 1)
Which of the following is best definition of IT service management?

A. An internal service provider that is embedded within a business unit

B. A complete set of all the documentation required to deliver world class services to customers

C. Technical implementation of supporting IT infrastructure components

D. The implementation and management of quality IT services that meet business needs

Correct Answer:D

Question 6

- (Topic 5)
Which one of the following is NOT an aim of the change management process?

A. To ensure the impact of changes are understood

B. To ensure that changes are recorded and evaluated

C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

D. To deliver and manage IT services at agreed levels to business users

Correct Answer:D

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