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ITIL ITILFND-2011 Exam Questions
ITIL 2011 Foundation (Page 5 )

Updated On: 16-Feb-2026
Page 5 of 105
PDF with 519 Questions

Which statement should NOT be part of the value proposition for Service Design?

  1. Reduced total cost of ownership
  2. Improved quality of service
  3. Improved Service alignment with business goals
  4. Better balance of technical skills to support live services

Answer(s): D



Which of the following are objectives of service level management?

1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

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

Answer(s): A



Which of the following types of service should be included in the scope of service portfolio management?

1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service

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

Answer(s): B



What is the name of the group that should review changes that must be implemented faster than the normal change process?

  1. Technical management
  2. Emergencychange advisory board
  3. Urgent change board
  4. Urgent change authority

Answer(s): B



What do customer perceptions and business outcomes help to define?

  1. The value of a service
  2. Governance
  3. Total cost of ownership (TCO)
  4. Key performance indicators (KPIs)

Answer(s): A






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