Free 58 – ITIL 2011 Foundation Practice Test Question

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  Testing the tool and training process managers on using the process

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  Development or purchase of tools and deployment of the tools

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  Training tool administrators how to manage tools and monitoring tool performance in operational environment

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  Development or purchase of tools and deployment of the process
  
  

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  Service Desk

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  IT Operations Control

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  Technical Management

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  Facilities Management
  
  

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  Change evaluation

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  Knowledge management

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  Service validation and testing

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  Service asset and configuration management
  
  

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  Remediation

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  Restoration

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  Reactivation

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  Reassurance
  
  

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  The complete collection of all data and data repositories in the organization

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  The knowledge to manage organization processes and people

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  The complete collection of all process management structures in the organization

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  The contextual awareness to provide strong common sense judgement
  
  

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  Where do we want to be?

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  Did we get there?

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  How do we keep the momentum going?

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  Where are we now?
  
  

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  Capacity Management

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  Modeling arrival rates and performance characteristics of service requests

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  Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

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  Identifying frequently received user requests and defining how they should be handled
  
  

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  Service level management

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  IT operations management

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  Capacity management

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  Incident management
  
  

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  Managing major changes or new services into the operational environment.

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  Defining how the service provider will meet the customer's required business outcomes.

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  Ensuring that emergency changes are assessed for impact before implementation.

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  Creating a logical model between the individual components and the overall service.
  
  

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  A function responsibilities for facilities management and building control systems

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  A function that provides hardware repair services for technology involved in the delivery of service to customers

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  Senior managers responsibilities for all staff within the technical support function

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  A function that includes providing technical expertise and overall management of the IT infrastructure
  
  

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  To ensure the impact of changes are understood

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  To ensure that changes are recorded and evaluated

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  To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

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  To deliver and manage IT services at agreed levels to business users