Online Access Free ITILF2011 Exam Questions

The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3:
Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

• A.1 and 2 only
• B.1 only
• C.1 and 3 only
• D.All of the above

What are underpinning contracts used to document?

• A.The provision of goods and services by third party suppliers
• B.Metrics and critical success factors (CSFs) for internal support teams
• C.Service levels that have been agreed between the internal service provider and their customer
• D.The provision of IT services or business services by a service provider

Access management is closely related to which other process?

• A.Change management
• B.Information security management
• C.3rd line support
• D.Capacity management only

Match the following activities with the Deming Cycle stages
1.Monitor, Measure and Review
2.Continual Improvement
3.Implement Initiatives
4.Plan for Improvement

• A.4 Plan, 3 Do, 1 Check, 2 Act
• B.2 Plan, 3 Do, 4 Check, 1 Act
• C.3 Plan, 2 Do, 4 Check, 1 Act
• D.1 Plan, 2 Do, 3 Check, 4 Act

Availability Management is responsible for availability of the:

• A.Services and Business Processes
• B.Components and Business Processes
• C.Services, Components and Business Processes
• D.Services and Components