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ITIL ITILFND-2011 Exam Questions
ITIL 2011 Foundation (Page 9 )

Updated On: 17-Feb-2026
Page 9 of 105
PDF with 519 Questions

What are the categories of event described in the UIL service operation book?

  1. Informational, scheduled, normal
  2. Scheduled, unscheduled, emergency
  3. Informational, warning, exception
  4. Warning, reactive, proactive

Answer(s): C



Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

  1. A service option
  2. A service transition package (STP)
  3. A service design package (SDP)
  4. A service charter

Answer(s): C



Which process is responsible for dealing with complaints, comments, and general enquiries from users?

  1. Service level management
  2. Service portfolio management
  3. Request fulfilment
  4. Demand management

Answer(s): C



When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found

  1. 2 only
  2. 1 only
  3. Neither of the above
  4. Both of the above

Answer(s): D



Which of the following BEST describes partners'in the phrase people, processes, products and partners"?

  1. Suppliers, manufacturers and vendors
  2. Customers
  3. Internal departments
  4. The facilities management function

Answer(s): A






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