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ITIL ITILFND-2011 Exam Questions
ITIL 2011 Foundation (Page 16 )

Updated On: 17-Feb-2026
Page 16 of 105
PDF with 519 Questions

What would be the next step in the continual service improvement (CSI) model after?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there? 6.?

  1. What is the return on investment (ROI)?
  2. How much did it cost?
  3. How do we keep the momentum going?
  4. What is the value on investment (VOI)?

Answer(s): C



What guidance does ITIL give on the frequency of production of service reporting?

  1. Service reporting intervals must be defined and agreed with the customers
  2. Reporting intervals should be set by the service provider
  3. Reports should be produced weekly
  4. Service reporting intervals must be the same for all services

Answer(s): A



The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

  1. Training in risk management for all staff and identification of risks
  2. Identification of risk, analysis and management of the exposure to risk
  3. Control of exposure to risk and investment of capital
  4. Training of all staff and investment of capital

Answer(s): B



Which process is responsible for low risk, frequently occurring, low cost changes?

  1. Demand management
  2. Incident management
  3. Release and deployment management
  4. Request fulfillment

Answer(s): D



Which one of the following is the BEST definition of the term service management?

  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(s): A






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