Free ITIL Questions Attempt

ITIL Foundation (syllabus 2011) Questions and Answers

Question 61

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Service request management

Service level management

Incident management

Change management

Question 62

Which describes the 'plan' value chain activity?

It ensures a shared understanding of the current status and vision for all products and services across the organization

It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations

It ensures that service components are available when and where they are needed, and meet agreed specifications

It ensures continual improvement of products, services, and practices across all value chain activities

Question 63

What can be described as an operating model for the creating and management of products and services?

Governance

Service value chain

Guiding principles

Practices

Question 64

Which is an activity of the 'problem management' practice?

Restoration of normal service operation as quickly as possible

Prioritization of problems based on the risk that they pose

Authorization of changes to resolve the cause of problems.

Resolution of incidents in a time that meet customer expectations