ISEB ISEB Certification ISEB-ITILF Questions & Answers

• Question 501:

  Which of the following would commonly be in a contract underpinning an IT service?

  (1)

  Marketing information

  (2)

  Contract description and scope

  (3)

  Responsibilities and dependencies

  A.

  1 and 2 only

  B.

  1 and 3 only

  C.

  2 and 3 only

  D.

  None of the above

  Correct Answer: C

• Question 502:

  Which of the following questions does the guidance in service strategy help to answer?

  (1)

  What services should we offer and to whom?

  (2)

  How do we differentiate ourselves from competing alternatives?

  (3)

  How do we create value for our customers?

  A.

  1 only

  B.

  2 only

  C.

  3 only

  D.

  All of the above

  Correct Answer: D

• Question 503:

  Customer perceptions and business outcomes help lo define what?

  A. The value off a service

  B. Governance

  C. Total cost of ownership (TCO)

  D. Key performance indicators (KPIs)

  Correct Answer: A

• Question 504:

  Which of the following is NOT defined as part of every process?

  A. Roles

  B. Inputs and outputs

  C. Functions

  D. Metrics

  Correct Answer: C

• Question 505:

  Which is the CORRECT description of an outcome?

  A. The result of carrying out an activity, following a process, or delivering an IT service

  B. The inputs that trigger an action for an activity, process or IT service

  C. The prediction of the future demand requirements for an activity, process or IT service

  D. The design and development of the activities that make up a process or IT service

  Correct Answer: A

• Question 506:

  A configuration model can be used to help

  (1)

  Assess the impact and cause of incidents and problems

  (2)

  Assess the impact of proposed changes

  (3)

  Plan and design new or changed services

  (4)

  Plan technology refresh and software upgrades

  A.

  1, 2 and 3 only

  B.

  All of the above

  C.

  1, 2 and 4 only

  D.

  3 and 4 only

  Correct Answer: B

• Question 507:

  Which process or function is responsible for the Definitive Media Library and Definitive Spares?

  A. Facilities Management

  B. Access Management

  C. Request Fulfillment

  D. Service Asset and Configuration Management

  Correct Answer: D

• Question 508:

  What are the processes within Service Operation?

  A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management

  B. Event Management, Incident Management. Change Management and Access Management

  C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management

  D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management

  Correct Answer: A

• Question 509:

  Which of the following are benefits to the business of implementing Service Transition?

  (1)

  Ability to adapt quickly to new requirements

  (2)

  Reduced cost to design new services

  (3)

  Improved success in implementing changes

  A.

  1 and 2 only

  B.

  2 and 3 only

  C.

  1 and 3 only

  D.

  None of the above

  Correct Answer: C

• Question 510:

  Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.

  (1)

  Allocate roles and responsibilities to work on CSI initiatives.

  (2)

  Measure and review that the CSI plan is executed and its objectives are being achieved.

  (3)

  Identify the scope, objectives and requirements for CSI.

  (4)

  Decision on implementation of further enhancement.

  A.

  3-1-2-4

  B.

  3-4-2-1

  C.

  1-3-2-4

  D.

  2-3-4-1

  Correct Answer: A