ISEB ISEB Certifications ISEB-ITILF Questions & Answers

• Question 321:

  In which of the following situations should a Problem Record be created?

  A. An event indicates that a redundant network segment has failed but it has not impacted any users

  B. An Incident is passed to second-level support

  C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents

  D. Incident Management has found a workaround but needs some assistance in implementing it

  Correct Answer: C

• Question 322:

  Access Management is closely related to which other processes?

  A. Availability Management only

  B. Information Security Management and 3rd line support

  C. Information Security Management and Availability Management

  D. Information Security Management only

  Correct Answer: C

• Question 323:

  Which of the following does the Availability Management process include?

  (1)

  Ensuring services are able to meet availability targets

  (2)

  Monitoring and reporting actual availability

  (3)

  Improvement activities, to ensure that services continue to meet or exceed their availability goals

  A.

  1 only

  B.

  All of the above

  C.

  1 and 2 only

  D.

  1 and 3 only

  Correct Answer: B

• Question 324:

  Which of the following is one of the primary objectives of Service Strategy?

  A. To design and build processes that will meet business needs

  B. To provide detailed specifications for the design of IT services

  C. To transform Service Management into a strategic asset

  D. To underscore the importance of services in the global economy

  Correct Answer: B

• Question 325:

  The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) is that:

  A. An SLA is legally binding, an OLA is a best efforts agreement

  B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

  C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets

  D. An SLA is with an external customer, an OLA is with an internal customer

  Correct Answer: D

• Question 326:

  Which of the following would be carried out as part of a post-project benefits review?

  A. An assessment of whether the project fulfilled its original objectives

  B. A review of the performance of the project's products in operational use and identification of whether there have been any side-effects

  C. An assessment of the project's risk management procedure

  D. A review of the performance of the project management method and the project management team

  Correct Answer: B

• Question 327:

  Which Function would provide staff to monitor events in an Operations Bridge?

  A. Applications Management

  B. Service Desk

  C. Technical Management

  D. IT Operations Management

  Correct Answer: D

• Question 328:

  Which of the following areas would not be supported by a Service Design tool?

  A. Software design

  B. Process design

  C. Environment design

  D. Strategy design

  Correct Answer: D

• Question 329:

  Which of the following is a responsibility of Supplier Management?

  A. Development, negotiation and agreement of contracts.

  B. Development, negotiation and agreement of Organizational Level Agreements

  C. Development, negotiation and agreement of Service Level Agreements.

  D. Development, negotiation and agreement of Service Portfolio

  Correct Answer: A

• Question 330:

  Which is a recommended response type to respond to either a threat or an opportunity?

  A. Fallback

  B. Reject

  C. Share

  D. Reduce

  Correct Answer: C