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ITIL ITILFND-2011 Exam Questions
ITIL 2011 Foundation (Page 19 )

Updated On: 17-Feb-2026
Page 19 of 105
PDF with 519 Questions

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

  1. To prevent problems and 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 of the following is NOT one of the five individual aspects of service design?

  1. The design of the service portfolio, including the service catalogue
  2. The design of new or changed services
  3. The design of market spaces
  4. The design of the technology architectures

Answer(s): C



What are underpinning contracts used to document?

  1. The provision of IT services or business services by a service provider
  2. The provision of goods and services by third party suppliers
  3. Service levels that have been agreed between the internal service provider and their customer
  4. Metrics and critical success factors (CSFs) for internal support teams

Answer(s): B



The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

  1. A change
  2. A change model
  3. A change request
  4. A change advisory board

Answer(s): A



Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

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

Answer(s): B






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