1/6/2016

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Youhavecompletedthe"MandatoryExitTestITIL2011FoundationCertificationCourseExamination"exam.
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TheMandatoryExitTestITIL2011FoundationCertificationCourseExamination1sectioncomprisesofatotalof40questions
withthefollowingdifficultyleveldistribution:

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QuestionDetails

Q1.
WhichofthefollowingisNOTaFUNCTION?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:3
Status:Correct
Option1: ApplicationManagement
Option2: ServiceDesk
Option3: IncidentManagement
Option4: TechnicalManagement

Q2.
WhichofthefollowingisNOTavalidobjectiveofRequestFulfilment?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option1 Toprovideinformationtousersaboutwhatservicesareavailableandhowto
: requestthem
Option2 ToupdatetheServiceCataloguewithservicesthatmayberequestedthroughthe
: ServiceDesk
Option3
Toprovideachannelforuserstorequestandreceivestandardservices
:
Option4 Tosourceanddeliverthecomponentsofstandardservicesthathavebeen
: requested

Q3.
WhichFunctionsareincludedinITOperationsManagement?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse

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Response:3
Status:Correct
Option1: NetworkManagementandApplicationManagement
Option2: TechnicalManagementandApplicationManagement
Option3: ITOperationsControlandFacilitiesManagement
Option4: FacilitiesManagementandTechnicalManagement

Q4.
Whichofthefollowingshouldbesupportedbytechnology?
1:VerificationofConfigurationManagementSystem(CMS)data
2:Controlofuserdesktops
3:Creationanduseofdiagnosticscripts
4:VisibilityofoverallITServiceperformance
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: 2,3and4only
Option2: 1,2and3only
Option3: 1,3and4only
Option4: Alloftheabove

Q5.
ITOperationsManagementhavebeenaskedbyacustomertocarryoutanonstandardactivity,thatwillcausethemtomissan
agreedserviceleveltarget.Howshouldtheyrespond?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option1 Refusetherequestbecausetheymustoperatetheservicetomeettheagreed
: servicelevels
Option2
Makeadecisionbasedonbalancingstabilityandresponsiveness
:
Option3
Accepttherequestastheymustsupportcustomerbusinessoutcomes
:
Option4
TheyshouldescalatethisdecisiontoServiceStrategy
:

Q6.
WhatistheBESTdescriptionofthepurposeofServiceOperation?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1 TodecidehowITwillengagewithsuppliersduringtheServiceManagement
: Lifecycle
Option2
ToproactivelypreventalloutagestoITServices
:
Option3
Todesignandbuildprocessesthatwillmeetbusinessneeds
:
Option4 TodeliverandmanageITServicesatagreedlevelstobusinessusersand
: customers

Q7.
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Understandingcustomerusageofservicesandhowthisvariesovertimeispartofwhichprocess?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: ServicePortfolioManagement
Option2: ServiceLevelManagement
Option3: ComponentCapacityManagement
Option4: DemandManagement

Q8.
HowmanynumberedstepsareintheContinualServiceImprovement(CSI)process?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:1
Status:Correct
Option1: 7
Option2: 4
Option3: 6
Option4: 11

Q9.
WhichofthefollowingBESTdescribeswhenaKnownErrorrecordshouldberaised?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option AKnownErrorshouldnotberaiseduntilatemporaryresolutionorworkaroundhas
1: beenfound
Option
AKnownErrorshouldberaisedatanytimethatitwouldbeusefultodoso
2:
Option AssoonasitbecomesobviousthataquickresolutionoftheProblemwillnotbe
3: found
Option ImmediatelyfollowingtheProblemresolution,soapermanenthistoricalrecordofall
4: actionsisretainedincaseofarecurrence

Q10.
WhichofthefollowingquestionsdoesguidanceinServiceStrategyhelpanswer?
1:Whatservicesshouldweofferandtowhom?
2:Howdowedifferentiateourselvesfromcompetingalternatives?
3:Howdowetrulycreatevalueforourcustomers?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: 1only
Option2: 2only
Option3: 3only
Option4: Alloftheabove

Q11.
AvailabilityManagementisresponsibleforavailabilitytheof:
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:1
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Status:Correct
Option1: ServicesandComponents
Option2: ServicesandBusinessProcesses
Option3: ComponentsandBusinessProcesses
Option4: Services,ComponentsandBusinessProcesses

Q12.<tableborder="0"cellpadding="0"cellspacing="0"width="362"style="bordercollapse:
collapsewidth:272pt">Whichroleisresponsibleforcarryingouttheactivitiesofaprocess?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: ProcessOwner
Option2: ChangeManager
Option3: ServiceManager
Option4: ProcessPractitioner

Q13.
WhichoftheseactivitieswouldyouexpecttobeperformedbyaServiceDesk?
1:LoggingdetailsofIncidentsandservicerequests
2:Providingfirstlineinvestigationanddiagnosis
3:Restoringservice
4:Diagnosingtherootcauseofproblems
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option1: 2,3and4only
Option2: 1,2and3only
Option3: 1,2and4only
Option4: Alloftheabove

Q14.
Oneorganisationprovidesandmanagesanentirebusinessprocessorfunctionforanotherorganisation.Thisisknowas:
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:3
Status:Correct
Option1: BusinessProcessManagement
Option2: BusinessFunctionOutsourcing
Option3: BusinessProcessOutsourcing
Option4: KnowledgeProcessOutsourcing

Q15.
Ariskis:
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: Somethingthatwon'thappen
Option2: Somethingthatwillhappen
Option3: Somethingthathashappened
Option4: Somethingthatmighthappen

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Q16.
WhichofthefollowingBESTdescribesaServiceDesk?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: AprocesswithinServiceOperationprovidingasinglepointofcontact
Option2: Adedicatednumberofstaffhandlingservicerequests
Option3: Adedicatednumberofstaffansweringquestionsfromusers
Option4: AdedicatednumberofstaffhandlingIncidentsandservicerequests

Q17.
WhichofthefollowingstatementsBESTdescribestheaimsofReleaseandDeploymentManagement?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:1
Status:Correct
Tobuild,testanddeliverthecapabilitytoprovidetheservicesspecifiedbyService
Option
Designandthatwillaccomplishthestakeholdersrequirementsanddeliverthe
1:
intendedobjectives
Option ToensurethateachReleasepackagespecifiedbyServiceDesignconsistsofaset
2: ofrelatedassetsandservicecomponentsthatarecompatiblewitheachother
Option ToensurethatallReleaseandDeploymentpackagescanbetracked,installed,
3: tested,verifiedand/oruninstalledorbackedoutifappropriate
Option Torecordandmanagedeviations,risksandissuesrelatedtotheneworchanged
4: service

Q18.
WhatarethetypesofactivitywithinDemandManagement?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option1: Activitybased,AccessManagement
Option2: Activitybased,Businessactivitypatternsanduserprofiles
Option3: Analyticalbased,Businessactivitypatternsanduserprofiles
Option4: Analyticalbased,Shapinguserbehaviour

Q19.
TheITILCOREpublicationsarestructuredaroundtheServiceLifecycle.WhichofthefollowingstatementsabouttheITIL
COMPLEMENTARYguidanceisCORRECT?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option1
ItisalsostructuredaroundtheServiceLifecycle
:
Option2
Itprovidesguidancetospecificindustrysectorsandtypesoforganization
:
Option3
Itconsistsoffivepublications
:
Option4 Itprovidestheguidancenecessaryforanintegratedapproachasrequiredby
: ISO/IEC20000

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Q20.
TheBESTProcessestoautomatearethosethatare:
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: CarriedoutbyServiceOperations
Option2: Carriedoutbylotsofpeople
Option3: Criticaltothesuccessofthebusinessmission
Option4: Simpleandwellunderstood

Q21.
TheMAINobjectiveofServiceLevelManagementis:
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1
TocarryouttheServiceOperationsactivitiesneededtosupportcurrentITservices
:
Option2 Toensurethatsufficientcapacityisprovidedtodelivertheagreedperformanceof
: services
Option3
TocreateandpopulateaServiceCatalogue
:
Option4
ToensurethatanagreedlevelofITserviceisprovidedforallcurrentITservices
:

Q22.
WhatistheServicePipeline?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:1
Status:Correct
Option1 Allservicesthatareataconceptualordevelopmentstage,orareundergoing
: testing
Option2
Allservicesexceptthosethathavebeenretired
:
Option3
AllservicesthatarecontainedwithintheServiceLevelAgreement(SLA)
:
Option4
Allcomplexmultiuserservices
:

Q23.
WhichofthefollowingisasubprocessofCapacityManagement?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:1
Status:Correct
Option1: ComponentCapacityManagement
Option2: ProcessCapacityManagement
Option3: TechnologyCapacityManagement
Option4: CapabilityCapacityManagement

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Q24.
WhichofthefollowingwouldNOTbeataskcarriedoutbytheRequestFulfilmentprocess?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option Thesourcinganddeliveringofthecomponentsofrequestedstandardservices(e.g.
1: licensesandsoftwaremedia)
Option Provisionofachannelforuserstorequestandreceivestandardservicesforwhicha
2: predefinedapprovalandqualificationprocessexists
Option Provisionofinformationtousersandcustomersabouttheavailabilityofservicesand
3: theprocedureforobtainingthem
Option Provisionofinformationusedtocompareactualperformanceagainstdesign
4: standards

Q25.
WhichofthefollowingisNOTaresponsibilityoftheServiceDesignManager?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:1
Status:Correct
Option
DesignandmaintainallnecessaryServiceTransitionpackages
1:
Producequality,secureandresilientdesignsforneworimprovedservices,
Option
technologyarchitecture,processesormeasurementsystemsthatmeetalltheagreed
2:
currentandfutureITrequirementsoftheorganisation
Option TaketheoverallServiceStrategiesandensuretheyarereflectedintheService
3: Designprocessandtheservicedesignsthatareproduced
Option MeasuringtheeffectivenessandefficiencyofServiceDesignandthesupporting
4: processes

Q26.
WhichofthefollowingareaswouldtechnologyhelptosupportduringtheServiceOperationphaseofthe
Lifecycle?
1:IdentifyingconfigurationofuserdesktopPCswhenIncidentsarelogged
2:ControlofuserdesktopPCs
3:Createandusediagnosticscripts
4:Dashboardtypetechnology
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: 1,2and3only
Option2: 1,3and4only
Option3: 2,3and4only
Option4: Alloftheabove

Q27.
Governanceisconcernedwith:
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option1: Measuringandimprovingtheefficiencyandeffectivenessofprocesses
Option2: Ensuringthatdefinedstrategyisactuallyfollowed
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Option3: Reducingthetotalcostofprovidingservices
Option4: EnsuringthatagreedServiceLevelRequirementsaremet

Q28.
Whichofthefollowingfunctionswouldberesponsibleformanagementofadatacentre?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: TechnicalManagement
Option2: ServiceDesk
Option3: ITOperationsControl
Option4: FacilitiesManagement

Q29.
Whichofthefollowingarevalidexamplesofbusinessvaluemeasures?
1:Customerretention
2:Timetomarket
3:ServiceArchitecture
4:Marketshare
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: 1and2only
Option2: 2and4only
Option3: Alloftheabove
Option4: 1,2and4only

Q30.
MajorIncidentsrequire:
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:1
Status:Correct
Option1: Separateprocedures
Option2: Lessurgency
Option3: Longertimescales
Option4: Lessdocumentation

Q31.
ThegroupthatauthorisesChangesthatmustbeinstalledfasterthanthenormalprocessiscalledthe:
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option1: TechnicalManagement
Option2: EmergencyChangeAdvisoryBoard(ECAB)
Option3: UrgentChangeBoard(UCB)
Option4: UrgentChangeAuthority(UCA)

Q32.
Whichofthefollowingisstep1inthe7StepImprovementProcess?
DifficultyLevel:

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CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option1: Prepareforaction
Option2: Definewhatyoushouldmeasure
Option3: Wherearewenow?
Option4: IdentifygapsinServiceLevelAgreement(SLA)achievement

Q33.
WhichServiceDesignprocessmakesthemostuseofdatasuppliedbyDemandManagement?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: ServiceCatalogueManagement
Option2: ServiceLevelManagement
Option3: ITServiceContinuityManagement
Option4: CapacityManagement

Q34.
WhichofthefollowingstatementsBESTdescribesaDefinitiveMediaLibrary(DML)?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option
Asecurelocationwheredefinitivehardwaresparesareheld
1:
Option AsecurelibrarywheredefinitiveauthorisedversionsofallmediaConfigurationItems
2: (CIs)arestoredandprotected
Option
AdatabasethatcontainsdefinitionsofallmediaCIs
3:
Option Asecurelibrarywheredefinitiveauthorisedversionsofallsoftwareandbackupsare
4: storedandprotected

Q35.
Whichofthefollowingarethetwoprimaryelementsthatcreatevalueforcustomers?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:4
Status:Correct
Option1: ValueonInvestment(VOI),ReturnonInvestment(ROI)
Option2: CustomerandUsersatisfaction
Option3: UnderstandingServiceRequirementsandWarranty
Option4: UtilityandWarranty

Q36.
WhichofthefollowingCANNOTbeprovidedbyatool?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:3
Status:Correct
Option1: Knowledge
Option2: Information

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Option3: Wisdom
Option4: Data

Q37.
WhichofthefollowingisNOTapurposeofServiceTransition?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option1
Toensurethataservicecanbemanaged,operatedandsupported
:
Option2
Toprovidetrainingandcertificationinprojectmanagement
:
Option3
ToprovidequalityknowledgeofChange,ReleaseandDeploymentManagement
:
Option4 Toplanandmanagethecapacityandresourcerequirementstomanagea
: Release

Q38.
WhichofthefollowingisagoodmetricformeasuringtheeffectivenessofServiceLevelManagement?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:1
Status:Correct
Option1: Customersatisfactionscore
Option2: AveragenumberofdailyIncidentsmanagedbyeachserviceagent
Option3: NumberofservicesintheServicePortfolio
Option4: Numberofservicesdeployedwithinagreedtimes

Q39.
Whichprocessisresponsibleforrecordingrelationshipsbetweenservicecomponents?
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:3
Status:Correct
Option1: ServiceLevelManagement
Option2: ServicePortfolioManagement
Option3: ServiceAssetandConfigurationManagement
Option4: IncidentManagement

Q40.
WhichofthefollowingshouldbedonewhenclosinganIncident?
1:ChecktheIncidentcategorizationandcorrectitifnecessary
2:DecidewhetheraProblemneedstobelogged
DifficultyLevel:
CourseTemplate:ITIL2011FoundationCertificationCourse
Response:2
Status:Correct
Option1: 1only
Option2: Boththeoptions
Option3: 2only
Option4: Noneoftheabove

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