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ITILF2011 - The ITIL Foundation - 2011 - Dump Information

Vendor Name : ISEB
Exam Code : ITILF2011
Exam Name : The ITIL Foundation - 2011
Questions and Answers : 40 Q & A
Updated On : March 23, 2017
PDF Download Mirror : ITILF2011 Brain Dump
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ITILF2011 Demo and Sample

Note: Answers are below each question.
Samples are taken from full version.

ITILF2011


  1. A set of specialized organizational capabilities for providing value to customers in the form of services

  2. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

  3. The management of functions within an organization to perform certain activities

  4. 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?


  1. To decide how IT will engage with suppliers during the service lifecycle

  2. To proactively prevent all outages to IT services

  3. To design and build processes that will meet business needs

  4. 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)?


  1. A secure location where definitive hardware spares are held

  2. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

  3. A database that contains definitions of all media CIs

  4. A secure library where definitive authorized versions of all software and back-ups are stored and protected


Answer: B


QUESTION: 37


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?


    1. Job descriptions

    2. Functions

    3. Teams

    4. 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


        1. 1, 2 and 4 only

        2. 2, 3 and 4 only

        3. 1, 3 and 4 only

        4. 1, 2 and 3 only


Answer: A


QUESTION: 39

Which one of the following are the two primary elements that create value for customers?


  1. Value on investment (VOI) and return on investment (ROI)

  2. Customer and user satisfaction

  3. Service requirements and warranty

  4. Resources and capabilities


Answer: D


  1. A request from a user for information, advice or for a standard change

  2. Anything that the customer wants and is prepared to pay for

  3. Any request or demand that is entered by a user via a self-help web-based interface

  4. 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

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