ISEB ISEB Certification ISEB-ITILF Questions & Answers

• Question 491:

  In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

  A. Service Transition

  B. Service Design

  C. Service Strategy

  D. Service Operation

  Correct Answer: B

• Question 492:

  Which of the following statements is INCORRECT?

  A. The SKMS is part of the Configuration Management System (CMS)

  B. The SKMS can include data on the performance of the organization

  C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

  D. The SKMS can include user skill levels

  Correct Answer: A

• Question 493:

  The group that authorizes changes that must be installed faster than the normal process is called the?

  A. Emergency CAB (ECAB)

  B. Urgent Change Authority (UCA)

  C. Urgent Change Board (UCB)

  D. CAB Emergency Committee (CAB/EC)

  Correct Answer: A

• Question 494:

  Which of the following is NOT an example of Self-Help capabilities?

  A. Requirement to always call the service desk for service requests

  B. Menu-driven range of self help and service requests

  C. Web front-end

  D. A direct interface into the back end process handling software

  Correct Answer: A

• Question 495:

  The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

  A. Knowledge Management

  B. Availability Management

  C. Service Asset and Configuration Management

  D. Change Management

  Correct Answer: A

• Question 496:

  Which of the following is an example of self-help capabilities?

  A. Menu-driven range of facilities used to access service requests

  B. Calls to the service desk to register standard changes

  C. A software update downloaded automatically to all laptops in an organization

  D. Software to allow programmers to debug code

  Correct Answer: A

• Question 497:

  Which of the following statements about incident reporting and logging is CORRECT?

  A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

  B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff

  C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

  D. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

  Correct Answer: B

• Question 498:

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

  A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure

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

  C. The unknown cause of one or more incidents that have an impact on an IT service

  D. Reducing or eliminating the cause of an incident or problem

  Correct Answer: A

• Question 499:

  When tan a known error record tie raised?

  (1)

  At any time when it would be useful to do so

  (2)

  After a workaround has been found

  A.

  2 only

  B.

  1 only

  C.

  Neither of the above

  D.

  Both of the above

  Correct Answer: C

• Question 500:

  Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

  A. IT management

  B. Service desk manager

  C. Business management

  D. The change manager

  Correct Answer: C