ISEB ISEB Certifications ISEB-ITILF Questions & Answers

• Question 341:

  Which is the first step in the 7 Step Improvement Process?

  A. Where are we now?

  B. Identify gaps in Service Level Agreement (SLA) achievement

  C. Prepare for action

  D. Define what you should measure

  Correct Answer: D

• Question 342:

  Which of these is NOT a responsibility of Application Management?

  A. Ensuring that the correct skills are available to manage the infrastructure

  B. Providing guidance to IT Operations about how best to manage the application

  C. Deciding whether to buy or build an application

  D. Assisting in the design of the application

  Correct Answer: A

• Question 343:

  Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

  A. The Service Desk Manager

  B. The Service Manager

  C. The Request Fulfillment Process Manager

  D. The Request Fulfillment Process Owner

  Correct Answer: D

• Question 344:

  A Service Level Agreement is?

  A. The part of a contract that specifies responsibilities of each party

  B. An agreement between the Service Provider and their customer

  C. An agreement between a Service Provider and an external supplier

  D. An agreement between the Service Provider and an internal organization

  Correct Answer: B

• Question 345:

  One of the five major aspects of Service Design is the design of the service solutions. It includes?

  A. Requirements, resources and capabilities needed and agreed

  B. Only requirements needed and agreed

  C. Only capabilities needed and agreed

  D. Only resources and capabilities needed

  Correct Answer: A

• Question 346:

  Which of the following statements about processes is INCORRECT?

  A. The output from a process has to conform to operational norms derived from business objectives

  B. The objective of any IT process should be expressed in terms of business benefits and goals

  C. A process may define policies, standards and guidelines

  D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

  Correct Answer: D

• Question 347:

  Which of the following is the BEST definition of an Incident?

  A. A warning that a threshold has been reached, something has changed, or a failure has occurred

  B. An unplanned interruption to an IT service or reduction in the quality of an IT service

  C. A change of state which has significance for the management of a Configuration Item or IT Service

  D. Loss of ability to operate to specification, or to deliver the required output

  Correct Answer: B

• Question 348:

  Which of the following describes risk proximity?

  A. The timeframe over which the risk mitigation actions should be implemented

  B. The schedule for the risk management activities related to a plan

  C. The timeframe over which a risk will be monitored by the risk owner

  D. The timeframe for when the risk might materialize

  Correct Answer: D

• Question 349:

  What is the name given to the individual assigned to carry out a risk response action or actions to respond to a particular risk or set of risks?

  A. Risk Manage

  B. Risk Coordinator

  C. Risk Actionee

  D. Risk Owner

  Correct Answer: C

• Question 350:

  The difference between service metrics and technology metrics is BEST described as?

  A. Service metrics measure the end to end service; Technology metrics measure individual components

  B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

  C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

  D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

  Correct Answer: A