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ITIL ITILFND-2011 Exam Questions
ITIL 2011 Foundation (Page 14 )

Updated On: 17-Feb-2026
Page 14 of 105
PDF with 519 Questions

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

  1. Implementing service and process improvements
  2. Reviewing measurements and metrics
  3. Creating a baseline
  4. Defining measurable targets

Answer(s): D



Which of the following is NOT a valid objective of problem management?

  1. To prevent problems and their resultant Incidents
  2. To manage problems throughout their lifecycle
  3. To restore service to a user
  4. To eliminate recurring incidents

Answer(s): C



Which one of the following is an objective of service catalogue management?

  1. Negotiating and agreeing service level agreement
  2. Negotiating and agreeing operational level agreements
  3. Ensuring that the service catalogue is made available to those approved to access it
  4. Only ensuring that adequate technical resources are available

Answer(s): C



In which document would you expect to see an overview of actual service achievements against targets?

  1. Operational level agreement (OLA)
  2. Capacity plan
  3. Service level agreement (SLA)
  4. SLA monitoring chart (SLAM)

Answer(s): D



Which function or process would provide staff to monitor events in an operations bridge?

  1. Technical management
  2. IT operations management
  3. Request fulfillment
  4. Applications management

Answer(s): B






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