ISEB ISEB Certification ISEB-ITILF Questions & Answers

• Question 121:

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

  A. Designing and maintaining all necessary service transition packages

  B. Producing quality, secure and resilient designs for new or improved services

  C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

  D. Measuring the effectiveness and efficiency of service design and the supporting processes

  Correct Answer: A

• Question 122:

  Which one of the following do technology metrics measure?

  A. Components

  B. Processes

  C. The end-to-end service

  D. Customer satisfaction

  Correct Answer: A

• Question 123:

  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

  A.

  1, 2 and 3 only

  B.

  1 and 2 only

  C.

  1, 2 and 4 only

  D.

  All of the above

  Correct Answer: A

• Question 124:

  A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

  A. Be accountable for the outcome of an activity

  B. Perform an activity

  C. Be kept up-to-date on the progress of an activity

  D. Manage an activity

  Correct Answer: C

• Question 125:

  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?

  A. Service level management

  B. Service catalogue management

  C. Demand management

  D. Service transition

  Correct Answer: B

• Question 126:

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

  A. Roles

  B. Inputs and outputs

  C. Functions

  D. Metrics

  Correct Answer: C

• Question 127:

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

  A. PBA are based on organizational roles and responsibilities

  B. IT service providers CANNOT schedule changes until they understand PBA

  C. Demand for the services delivered by service providers are directly influenced by PBA

  D. Understanding PBA is the only way to enable accurate service level reporting

  Correct Answer: C

• Question 128:

  Which of the following should be documented in an incident model?

  1.

  Details of the service level agreement (SLA) pertaining to the incident

  2.

  Chronological order of steps to resolve the incident

  A. 1 only

  B. 2 only

  C. Both of the above D. Neither of the above

  Correct Answer: B

• Question 129:

  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

  Correct Answer: A

• Question 130:

  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

  Correct Answer: D