Online Access Free ITILF2011 Exam Questions

What is the result of carrying out an activity, following a process or delivering an IT service known as?

• A.Problem
• B.Incident
• C.Outcome
• D.Change

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

• A.The Service Support book
• B.The ITIL Complementary Guidance
• C.Pocket Guides
• D.The Service Strategy book

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

• A.A change
• B.A change advisory board
• C.A change request
• D.A change model

Which of the following would NOT be a task carried out by the Request Fulfillment process?

• A.Provision of information used to compare actual performance against design standards
• B.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
• C.Provision of information to users and customers about the availability of services and the procedure for obtaining them
• D.Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists

When should tests for a new service be designed?

• A.Before the service is designed
• B.After the service has been designed, before the service is handed over to Service Transition
• C.As part of Service Transition
• D.At the same time as the service is designed