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

Updated On: 19-Jan-2026

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



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



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