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ITIL ITILFND-2011 Exam Questions
ITIL 2011 Foundation (Page 12 )

Updated On: 17-Feb-2026
Page 12 of 105
PDF with 519 Questions

Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

  1. 1 and 2 only
  2. 2 and 3 only
  3. 1 and 3 only
  4. All of the above

Answer(s): B



Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

  1. RACI model
  2. Incident model
  3. Continual service improvement (CSI) approach
  4. The Deming Cycle

Answer(s): A



Which one of the following do technology metrics measure?

  1. Components
  2. Processes
  3. The end-to-end service
  4. Customer satisfaction

Answer(s): A



Which one of the following includes four stages called Plan, Do, Check and Act?

  1. The Deming Cycle
  2. The continual service improvement approach
  3. The seven-step improvement process
  4. The service lifecycle

Answer(s): A



The BEST description of an incident is:

  1. An unplanned disruption of service unless there is a backup to that service
  2. An unplanned interruption to service or a reduction in the quality of service
  3. Any disruption to service whether planned or unplanned
  4. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Answer(s): B






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