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ITIL ITILFND-2011 Exam Questions
ITIL 2011 Foundation (Page 17 )

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

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

  1. Business services
  2. Component services
  3. Supporting services
  4. Customer services

Answer(s): C



Which of the following is service transition planning and support NOT responsible for?

  1. Prioritizing conflicts for service transition resources
  2. Coordinating the efforts required to manage multiple simultaneous transitions
  3. Maintaining policies, standards and models for service transition activities and processes
  4. Detailed planning of the build and test of individual changes

Answer(s): D



Which process is responsible for sourcing and delivering components of requested standard services?

  1. Request fulfilment
  2. Service portfolio management
  3. Service desk
  4. IT finance

Answer(s): A



What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

  1. Return on investment (ROI), value on investment (VOI), quality
  2. Strategic, tactical and operational
  3. Critical success factors (CSFs), key performance indicators (KPIs), activities
  4. Technology, process and service

Answer(s): D



Which of the following statements BEST describes the aims of release and deployment management?

  1. To build, test and deliver the capability to provide the services specified by service design
  2. To ensure that each release package specified by service design consists of a set of related assets and service components
  3. To ensure that all changes can be tracked, tested and verified if appropriate
  4. To record and manage deviations, risks and issues related to the new or changed service

Answer(s): A






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