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Free ITILFND-2011 Exam Braindumps
ITIL 2011 Foundation Questions 101–105 (page: 22)

Updated On: 10-Feb-2026
Page 22 of 105
PDF with 519 Questions

Which of the following is the best definition of service management?

  1. The ability to keep services highly available to meet the business needs
  2. A set of specialized organizational capabilities for providing value to customers in the form of services
  3. A complete set of all the documentation required to deliver world class services to customers
  4. An internationally recognized methodology to provide valuable services to customers

Answer(s): B



Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process

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

Answer(s): D



Which of the following CANNOT be provided by a tool?

  1. Knowledge
  2. Information
  3. Wisdom
  4. Data

Answer(s): C



Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

  1. Event management, incident management, problem management, request fulfilment, and access management
  2. Event management, incident management, change management, and access management
  3. Incident management, problem management, service desk, request fulfilment, and event management
  4. Incident management, service desk, request fulfilment, access management, and event management

Answer(s): A



How many people should be accountable for a process as defined in the RACI model?

  1. As many as necessary to complete the activity
  2. Only one - the process owner
  3. Two - the process owner and the process enactor
  4. Only one - the process architect

Answer(s): B



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