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Free ITILFND-2011 Exam Braindumps
ITIL 2011 Foundation Questions 196–200 (page: 41)

Updated On: 10-Feb-2026
Page 41 of 105
PDF with 519 Questions

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

  1. Where are we now?
  2. Where do we want to be?
  3. How dowe get there?
  4. Did we get there?

Answer(s): B



Which of the following is NOT an objective of request fulfillment?

  1. To provide information to users about what services are available and how to request them
  2. To update the service catalogue with services that may be requested through the service desk
  3. To provide a channel for users to request and receive standard services
  4. To source and deliver the components of standard services that have been requested

Answer(s): B



Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA

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

Answer(s): D



Which types of communication would the functions within service operation use?
1. Communication between data centre shifts 2.Communication related to changes
3. Performance reporting
4. Routine operational communication

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

Answer(s): D



What is the primary focus of business capacity management?

  1. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
  2. Review of all capacity supplier agreements and underpinning contracts with supplier management
  3. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
  4. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Answer(s): D



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