ISEB ISEB Certification ISEB-ITILF Questions & Answers

• Question 461:

  What BEST describes the customers and users of an IT service provider?

  A. Customers buy IT services; users use IT services

  B. Customers design IT services; users test IT services

  C. Customers sell IT services; users improve IT services

  D. Customers agree the service levels; users buy IT services

  Correct Answer: A

• Question 462:

  Which is the BEST definition of a supplier?

  A. It is a third party responsible for supplying goods or services that are required to deliver IT services

  B. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services

  C. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement

  D. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group

  Correct Answer: D

• Question 463:

  What should the IT service continuity process primarily support?

  A. Critical IT processes

  B. All the services in the service portfolio

  C. Business continuity strategy

  D. Mission critical services at peak business periods

  Correct Answer: C

• Question 464:

  Which describes a proactive trigger for problem management?

  A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

  B. Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist

  C. Suspicion or detection of a cause of one or more incidents by the service desk

  D. Trending of historical incident records to identify one or more underlying causes

  Correct Answer: D

• Question 465:

  What is the primary focus of component capacity management?

  A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

  B. Review of all capacity supplier agreements and underpinning contracts with supplier management

  C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

  D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

  Correct Answer: C

• Question 466:

  Which function is responsible for the closure of an incident record?

  A. Event management

  B. The service desk

  C. Either the service desk or an appropriate third party engineer

  D. Any appropriate function

  Correct Answer: B

• Question 467:

  How does Problem Management work with Change Management?

  A. By installing changes to fix problems

  B. By negotiating with Incident Management for changes in IT for Problem resolution

  C. By issuing RFCs for permanent solutions

  D. By working with users to change their IT configurations

  Correct Answer: C

• Question 468:

  An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.

  What has taken place?

  A. A functional escalation

  B. A service level escalation

  C. An incident resolution

  D. A hierarchic escalation

  Correct Answer: D

• Question 469:

  Which of the following is NOT an aim of the Change Management process?

  A. Overall business risk is optimized

  B. Standardized methods and procedures are used for efficient and prompt handling of all Changes

  C. All budgets and expenditures are accounted for

  D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

  Correct Answer: C

• Question 470:

  Which of the following statements is CORRECT?

  (1)

  The only phase of the Service Management Lifecycle where value can be measured is Service Operation

  (2)

  All of the phases of the lifecycle are concerned with the value of IT services

  A.

  Both of the above

  B.

  Neither of the above

  C.

  2 only

  D.

  1 only

  Correct Answer: C