Online Access Free ITILF2011 Exam Questions

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

• A.A request for change
• B.A capacity database
• C.A definitive media library
• D.A known error database

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

• A.An SLA is with an external customer, an OLA is with an internal customer
• B.An SLA defines Service Level Requirements, an OLA defines Service Level Targets
• C.An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
• D.An SLA is legally binding, an OLA is a best efforts agreement

Which of the following statements about processes is INCORRECT?

• A.They deliver specific results
• B.They are units of organizations designed to perform certain types of work
• C.They respond to specific events
• D.We must be able to measure them in a relevant manner

Which of the following identifies the purpose of design coordination?

• A.Provide a single point of control for all activities and processes within the service design stage of the lifecycle
• B.Designing of all the links between every service design process and all other processes in the service lifecycle
• C.Ensuring all service designs have availability designed into them
• D.Control of all supplier relationships from design right through to the production environment

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

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