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ITIL 2011 Foundation Flashcards: set #24

This is the last part of the ITIL 2011 Foundation Flashcards series. It is going to be a little longer than the previous ITIL posts, but hang with me.

To see the answer, highlight the text after the “A:” letter


Q: Which entity creates Change Proposal?

A: the Change Proposal is created by the Service Portoflio Mgmt and is handed to Change Mgmt for authorization. Once authorized, the Service Porfolio Mgmt issues a service Charter.

Q: Management of the Underpinning Contracts is the responsibility of which process?

A: Supplier Mgmt.

Q: What is the output of Service Transition?

A: Service Transition Package STP.

Q: A process KPIs are also called…?

A: metrics.

Q: Change vs Change Proposal?

A: change is the act of adding or modifying a new or changing service. Change proposal is a document that details the change to be made.

Q: true/false: Design coordination coordinates activities for the overall Service Design lifecycle or for individual designs.

A: true.

Q: true/false: Change Review, which is part of the CAB agenda, includes reviewing both failed and successful changes.

A: false.

Q: true/false: emergency changes have their own change models.

A: true.

Q: true/false: Change Models contain complaints procedures.

A: false.

Q: True/false: a Process is triggered by an event.

A: true.

Q: true/false: a Process has functions that define the organization.

A: false. The process may have functions and associated roles and responsibilities, but it does not define the organization.

Q: What’s the relationship between Change Mgmt and SACM?

A: Change Mgmt updates the CMS items when the change is authorized.

Q: True/false: incidents are only those reported by phone to the Service Desk.

A: false. Any incident reported by any source (users, technicians, monitoring tools…) is an incident.

Q: True/false: Standard changes are performed by Service Desk

A: false.

Q: What’s the difference and similarity between Service Investments Analysis and Service Valuation?


  • Both are activities of Financial Mgmt
  • Service Valuation: measurement of the total cost of providing an IT service to the business and measurement of the value to business, derived from this service.
  • Service Investment Analysis SIA: is the analysis of the cost of delivering the IT service.

Q: true/false: KEDB can be consulted by Incident Mgmt

A: True.

Q: What are the types of Service providers? (aka Business Models)


  • Internal Service Provider
  • External Service Provider
  • Shared Service Provider

Q: What are the types of events in Service Operation book?

A: Information, Warning, Exception.

Q: From the perspective of Availability Mgmt, what are the levels of availability?


  • service availability: concerned with the end-to-end availability of the service, and what the impact of a component failure has on its availability
  • component availability 

Q: true/false: proprietary knowledge is hard to adapt and reuse

A: True.

Q: What’s in a CAB agenda?


  • RFC evaluation (normal changes) sorted by priority,
  • change schedules,
  • unauthorized changes
  • backed-out changes,
  • failed changes,
  • change reviews.
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