Online Access Free ITILF2011 Exam Questions

Which one of the following is the BEST description of a major incident?

• A.An incident which is so complex that it requires root cause analysis before a workaround can be found
• B.An incident which requires a large number of people to resolve
• C.An incident which has a high priority or a high impact on the business
• D.An incident logged by a senior manager

Which of the following is NOT a source of best practice?

• A.Internal experience
• B.Academic research
• C.Technology
• D.Standards

Which of the following are aspects of Service Design?
1.Architectures
2.Technology
3.Service Management processes
4.Metrics

• A.All of the above
• B.1, 2 and 4 only
• C.1 only
• D.2 and 3 only

Which of the following are reasons why ITIL is successful?
1.ITIL is vendor neutral
2.It does not prescribe actions
3.ITIL represents best practice

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

Which process is responsible for frequently occurring changes where risk and cost are low?

• A.Release and Deployment Management
• B.Incident Management
• C.Access management
• D.Request Fulfillment