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Exam Code: BH0-009
Exam Name: ITSM Foundation Certificate in Problem & Incident Management
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Exam Code: BH0-011
Exam Name: BCS Intermediate certificate in EU Code of Conduct for Data
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Exam Code: ITILF2011
Exam Name: The ITIL Foundation - 2011
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ITILF2011 Practice Test Total Q&A: 198 Questions and Answers
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NO.1 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?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Answer: A

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NO.2 Which role is responsible for carrying out the activities of a process?
A. Process owner
B. Change manager
C. Service manager
D. Process practitioner
Answer: D

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NO.3 Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often
undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
Answer: A

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NO.4 Which process or function is responsible for monitoring activities and events in the IT
infrastructure?
A. Service level management
B. IT operations management
C. Capacity management
D. Incident management
Answer: B

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NO.5 Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
Answer: B

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NO.6 Which of the following BEST describes service strategies value to the business?
A. Allows higher volumes of successful change
B. Reduction in unplanned costs through optimized handling of service outages
C. Reduction in the duration and frequency of service outages
D. Enabling the service provider to have a clear understanding of what levels of service will make
their customers successful
Answer: D

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NO.7 The design of IT services requires the effective and efficient use of "the four Ps". What are
these four Ps?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
Answer: C

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NO.8 At which stage of the service lifecycle should the processes necessary to operate a new service
be defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
Answer: A

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