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1. Which role is responsible for carrying out the activities of a process?

 
 
 
 

2. Which process or function is responsible for monitoring activities and events in the IT infrastructure?

 
 
 
 

3. Which of the following options is a hierarchy that is used in knowledge management?

 
 
 
 

4. At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

 
 
 
 

5. Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

 
 
 
 

6. Which of the following is an objective of business relationship management?

 
 
 
 

7. The design of IT services requires the effective and efficient use of "the four PS".

What are these four PS?

 
 
 
 

8. Which of the following BEST describes service strategies value to the business?

 
 
 
 

9. Which two processes will contribute MOST to enabling effective problem detection?

 
 
 
 

10. Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

 
 
 
 

11. Chronological order of steps to resolve the incident

 
 
 
 

12. Why is it important for service providers to understand patterns of business activity (PBA)?

 
 
 
 

13. Which one of the following would NOT be defined as part of every process?

 
 
 
 

14. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

 
 
 
 

15. A process owner has been identified with an “I” in a RACI matrix.

Which one of the following would be expected of them?

 
 
 
 

16. 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

 
 
 
 

17. Which one of the following do technology metrics measure?

 
 
 
 

18. Which process includes business, service and component sub-processes?

 
 
 
 

19. Which one of the following is NOT part of the service design stage of the service lifecycle?

 
 
 
 

20. What is the result of carrying out an activity, following a process or delivering an IT service known as?

 
 
 
 

21. Which process is responsible for managing relationships with vendors?

 
 
 
 

22. Follow the sun

 
 
 
 

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

 
 
 
 

24. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

 
 
 
 

25. To minimize adverse impacts on business operations

 
 
 
 

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

 
 
 
 

27. Which of the following is NOT an objective of service transition?

 
 
 
 

28. Those that have been withdrawn from service

 
 
 
 

29. The BEST description of an incident is:

 
 
 
 

30. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

 
 
 
 

31. After a workaround has been found

 
 
 
 

32. What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

 
 
 
 

33. Which process is responsible for discussing reports with customers showing whether services have met their targets?

 
 
 
 

34. What do customer perceptions and business outcomes help to define?

 
 
 
 

35. Which of the following are basic concepts used in access management?

 
 
 
 

36. Which of these statements about resources and capabilities is CORRECT?

 
 
 
 

37. Within service design, what is the key output handed over to service transition?

 
 
 
 

38. What should a service always deliver to customers?

 
 
 
 

39. Which process is responsible for the availability, confidentiality and integrity of data?

 
 
 
 

40. Availability management is directly responsible for the availability of which of the following?

 
 
 
 

41. What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

 
 
 
 

42. Which of the following BEST describes the purpose of access management?

 
 
 
 

43. ITIL represents best practice

 
 
 
 

44. Which one of the following includes four stages called Plan, Do, Check and Act?

 
 
 
 

45. The consideration of value creation is a principle of which stage of the service lifecycle?

 
 
 
 

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

 
 
 
 

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

 
 
 
 

48. Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

 
 
 
 

49. The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

 
 
 
 

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

 
 
 
 

51. Responsibilities and dependencies for both parties

 
 
 
 

52. Service transition contains detailed descriptions of which processes?

 
 
 
 

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

 
 
 
 

54. What should a release policy include?

 
 
 
 

55. Change advisory board (CAB)

Which one of the following is the BEST description of the items above?

 
 
 
 

56. Hierarchic escalation is BEST described as?

 
 
 
 

57. Which one of the following functions would be responsible for the management of a data centre?

 
 
 
 

58. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

 
 
 
 

59. Which process will regularly anal0yse incident data to identify discernible trends?

 
 
 
 

60. Which is the correct definition of a customer facing service?

 
 
 
 

61. Which one of the following is the BEST definition of the term service management?

 
 
 
 

62. Which of the following is NOT a valid objective of problem management?

 
 
 
 

63. Which one of the following is an objective of service catalogue management?

 
 
 
 

64. Which of the following statements BEST describes the aims of release and deployment management?

 
 
 
 

65. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

 
 
 
 

66. Which one of the following can help determine the level of impact of a problem?

 
 
 
 

67. The effective management of risk requires specific types of action.

Which of the following pairs of actions would be BEST to manage risk?

 
 
 
 

68. Which of the following is an enabler of best practice?

 
 
 
 

69. Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P".

Which of the following is the additional "P"?

 
 
 
 

70. Which of the following is NOT one of the five individual aspects of service design?

 
 
 
 

71. Where would you expect incident resolution targets to be documented?

 
 
 
 

72. Reduction in the duration and frequency of service outages

 
 
 
 

73. What are the categories of event described in the ITIL service operation book?

 
 
 
 

74. Performing all activities involved in a process

 
 
 
 

75. Which one of the following is concerned with policy and direction?

 
 
 
 

76. The processes

 
 
 
 

77. Which of the following is the best definition of IT service management?

 
 
 
 

78. Which of the following is service transition planning and support NOT responsible for?

 
 
 
 

79. What are underpinning contracts used to document?

 
 
 
 

80. In which document would you expect to see an overview of actual service achievements against targets?

 
 
 
 

81. Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

 
 
 
 

82. Which process is responsible for ensuring that appropriate testing takes place?

 
 
 
 

83. To identify customer needs and ensure that the service provider is able to meet

 
 
 
 

84. Which of the following is the correct definition of an outcome?

 
 
 
 

85. Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

 
 
 
 

86. Which process would ensure that utility and warranty requirements are properly addressed in service designs?

 
 
 
 

87. ?

 
 
 
 

88. Which statement about the emergency change advisory board (ECAB) is CORRECT

 
 
 
 

89. Which of the following BEST describes a problem?

 
 
 
 

90. Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

 
 
 
 

91. Which one of the following statements about incident reporting and logging is CORRECT?

 
 
 
 

92. Which process is responsible for providing the rights to use an IT service?

 
 
 
 

93. What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

 
 
 
 

94. Process design

 
 
 
 

95. How many people should be accountable for a process as defined in the RACI model?

 
 
 
 

96. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

 
 
 
 

97. User skill levels

 
 
 
 

98. Some standard changes will be triggered by the request fulfilment process

 
 
 
 

99. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

 
 
 
 

100. With which process is problem management likely to share categorization and impact coding systems?

 
 
 
 

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