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Free ITILFND-2011 Exam Braindumps (page: 15)

Page 14 of 130
PDF with 519 Questions

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



Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice

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

Answer(s): A






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