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Free ITILFND-2011 Exam Braindumps
ITIL 2011 Foundation Questions 271–275 (page: 56)

Updated On: 10-Feb-2026
Page 56 of 105
PDF with 519 Questions

Which of the following sentences BEST describes a Standard Change?

  1. A change to the service provider's established policies and guidelines
  2. A pre-authorized change that has an accepted and established procedure
  3. A change that is made as the result of an audit
  4. A change that correctly follows the required change process

Answer(s): B



Which is the correct combination of Service Management terms across the Lifecycle?

  1. 1A, 2B, 3C, 4D
  2. 1C, 2D, 3A, 4B
  3. 1C, 2B, 3A, 4D
  4. 1B, 2C, 3D, 4A

Answer(s): C



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. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
  3. 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
  4. 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

Answer(s): B



Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

  1. The Service Desk Manager
  2. The Service Manager
  3. The Request Fulfillment Process Manager
  4. The Request Fulfillment Process Owner

Answer(s): D



Which of the following combinations covers all the roles in Service Asset and Configuration Management?

  1. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator
  2. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator
  3. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager
  4. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

Answer(s): B



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