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ITIL ITILFND-2011 Exam Questions
ITIL 2011 Foundation (Page 15 )

Updated On: 17-Feb-2026
Page 15 of 105
PDF with 519 Questions

Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels

  1. The forward schedule of change
  2. The service portfolio
  3. A configuration management database (CMDB)
  4. The service knowledge management system (SKMS)

Answer(s): D



Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

  1. The IT director
  2. The process owner
  3. The service owner
  4. The customer

Answer(s): B



Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers

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

Answer(s): A



Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Reduction in the duration and frequency of service outages

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

Answer(s): C



Which one of the following is the purpose of service level management?

  1. To carry out the service operations activities needed to support current IT services
  2. To ensure that sufficient capacity is provided to deliver the agreed performance of services
  3. To create and populate a service catalogue
  4. To ensure that an agreed level of IT service is provided for all current IT services

Answer(s): D






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