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Free ITILFND-2011 Exam Braindumps
ITIL 2011 Foundation Questions 236–240 (page: 49)

Updated On: 10-Feb-2026
Page 49 of 105
PDF with 519 Questions

Which of the following is MOST concerned with the design of new or changed services?

  1. Change management
  2. Service transition
  3. Service strategy
  4. Service design

Answer(s): D



What is the entry point or the first level of the V model?

  1. Service Solution
  2. Customer / Business Needs
  3. Service Release
  4. Service Requirements

Answer(s): B



A Service Level Agreement is?

  1. The part of a contract that specifies responsibilities of each party
  2. An agreement between the Service Provider and their customer
  3. An agreement between a Service Provider and an external supplier
  4. An agreement between the Service Provider and an internal organization

Answer(s): B



Service Acceptance criteria are used to?

  1. Ensure the design stage of the Lifecycle
  2. Ensure Portfolio Management is in place
  3. Ensure delivery and support of a service
  4. Ensure service Key Performance Indicators (KPIs) are reported

Answer(s): C



Which is the first step in the 7 Step Improvement Process?

  1. Prepare for action
  2. Define what you should measure
  3. Identify gaps in Service Level Agreement (SLA) achievement
  4. Where are we now?

Answer(s): B



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