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ITIL ITILFND-2011 Exam Questions
ITIL 2011 Foundation (Page 4 )

Updated On: 16-Feb-2026
Page 4 of 105
PDF with 519 Questions

Consider the following list:

1. Change authority
2. Change manager
3. Change advisory board (CAB)

Which one of the following is the BEST description of the items above?

  1. Job descriptions
  2. Functions
  3. Teams
  4. Roles, people or groups

Answer(s): D



Which process includes business, service and componentsub-processes?

  1. Capacity management
  2. Incident management
  3. Service level management
  4. Financial management

Answer(s): A



The consideration of value creation is a principle of which stageof the service lifecycle?

  1. Continual service improvement
  2. Service strategy
  3. Service design
  4. Service transition

Answer(s): B



Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

  1. 1 only
  2. 2 only
  3. Both of the above
  4. Neither of the above

Answer(s): B



Hierarchic escalation is BEST described as?

  1. Notifying more senior levels of management about an incident
  2. Passing an incident to people with a greater level of technical skill
  3. Using moresenior specialists than necessary to resolve an Incident to maintain customer satisfaction
  4. Failing to meet the incident resolution times specified in a service level agreement

Answer(s): A






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