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**** ITILF2011 Description | ITILF2011 Syllabus | ITILF2011 Exam Objectives | ITILF2011 Course Outline ****



**** SAMPLE The ITIL Foundation - 2011 2021 Dumps ****

QUESTION: 34
Which one of the following is the BEST definition of the term 'service management'?
A. A set of specialized organizational capabilities for providing value to customers in
the form of services
B. A group of interacting, interrelated, or independent components that form a unified
whole, operating together for a common purpose
C. The management of functions within an organization to perform certain activities
D. Units of organizations with roles to perform certain activities
Answer: A
QUESTION: 35
What is the BEST description of the purpose of the service operation stage of the
service lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes that will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers
Answer: D
QUESTION: 36
Which one of the following statements BEST describes a definitive media library
(DML)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorized versions of all media configuration
items (CIs) are stored and protected
C. A database that contains definitions of all media CIs
D. A secure library where definitive authorized versions of all software and back-ups
are stored and protected
Answer: B
QUESTION: 37
11
Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups
Answer: D
QUESTION: 38
Which of the following service desk organizational structures are described in service
operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
Answer: A
QUESTION: 39
Which one of the following are the two primary elements that create value for
customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
Answer: D
12
QUESTION: 40
Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the
change manager without a change advisory board (CAB) meeting
Answer: A
13
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