ISEB ISEB Certification ISEB-ITILF Questions & Answers

• Question 471:

  What is the entry point or the first level of the V model?

  A. Service Solution

  B. Customer / Business Needs

  C. Service Release

  D. Service Requirements

  Correct Answer: B

• Question 472:

  Service Acceptance criteria are used to?

  A. Ensure the design stage of the Lifecycle

  B. Ensure Portfolio Management is in place

  C. Ensure delivery and support of a service

  D. Ensure service Key Performance Indicators (KPIs) are reported

  Correct Answer: C

• Question 473:

  Application Management plays a role in all applications. One of the key decisions to which they contribute is?

  A. Whether to buy an application or build it

  B. Should application development be outsourced

  C. Who the vendor of the storage devices will be

  D. Where the vendor of an application is located

  Correct Answer: A

• Question 474:

  The MAIN purpose of the Service Portfolio is to describe services in terms of?

  A. Business Value

  B. Functionality

  C. IT Assets

  D. Service Level Requirements

  Correct Answer: A

• Question 475:

  Which of the following statements is CORRECT?

  A. The CMS is part of the Configuration Management Data Base (CMDB)

  B. The KEDB and the CMS form part of the larger SKMS

  C. The Service Knowledge Management System (SKMS) is part of the CMS

  D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

  Correct Answer: B

• Question 476:

  In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

  A. Only manage Incidents effectively through 1st and 2nd line

  B. Only manage Incidents effectively through the 1st line

  C. Only manage Incidents effectively at the 3rd line

  D. Manage Incidents effectively through 1st, 2nd and 3rd line

  Correct Answer: D

• Question 477:

  Which of the following combinations covers all the roles in Service Asset and Configuration Management?

  A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

  B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

  C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

  D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

  Correct Answer: B

• Question 478:

  Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

  A. Service Strategy

  B. Service Design

  C. Service Operation

  D. Service Transition

  Correct Answer: C

• Question 479:

  Which of the following are responsibilities of a Service Level Manager?

  (1)

  Agreeing targets in Service Level Agreements

  (2)

  Designing the service so it can meet the targets

  (3)

  Ensuring all needed contracts and agreements are in place

  A.

  1 and 3 only

  B.

  All of the above

  C.

  2 and 3 only

  D.

  1 and 2 only

  Correct Answer: B

• Question 480:

  How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

  A. Each stage should be carried out once in the order Plan-Do-Check-Act

  B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

  C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement

  D. The entire cycle should be repeated multiple times to implement Continual Improvement

  Correct Answer: D