ISEB ITIL Foundation (syllabus 2011) - ITILF2011 Exam Practice Test
Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties
Correct Answer: D
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In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
It is important that the Incident Manager is given the authority to:
Correct Answer: D
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Which of the following are the MAIN objectives of incident management?
1.To automatically detect service-affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations
1.To automatically detect service-affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations
Correct Answer: C
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Which of the following are Service Desk organizational structures?
1.Local Service Desk
2.Virtual Service Desk
3.IT Help Desk
4.Follow the Sun
1.Local Service Desk
2.Virtual Service Desk
3.IT Help Desk
4.Follow the Sun
Correct Answer: C
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In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
Correct Answer: A
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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 customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services
1.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services
Correct Answer: D
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Which of the following is MOST concerned with the design of new or changed services?
Correct Answer: D
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Which one of the following can help determine the level of impact of a problem?
Correct Answer: D
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Which one of the following functions would be responsible for the management of a data centre?
Correct Answer: C
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