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Free ITILFND-2011 Exam Braindumps
ITIL 2011 Foundation Questions 256–260 (page: 53)

Updated On: 10-Feb-2026
Page 53 of 105
PDF with 519 Questions

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

  1. Service Transition
  2. Service Design
  3. Service Strategy
  4. Service Operation

Answer(s): B



Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

  1. Service Strategy
  2. Service Design
  3. Service Operation
  4. Service Transition

Answer(s): C



Which of the following is concerned with fairness and transparency?

  1. Capacity management
  2. Governance
  3. Service design
  4. Service level management

Answer(s): B



Which of these statements about Service Desk staff is CORRECT?

  1. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them
  2. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
  3. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
  4. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

Answer(s): C



Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing the service so it can meet the targets
3. Ensuring all needed contracts and agreements are in place

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

Answer(s): A



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