ISEB ISEB Certification ITILF Questions & Answers

• Question 1:

  Which of the following is not a service desk type recognized in the service operation volume of ITIL?

  A. Local

  B. Centralized

  C. Outsourced

  D. Virtual

  Correct Answer: C

• Question 2:

  Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

  A. To ensure that a service can be managed and operated in accordance with constraints specified during design

  B. To design and develop capabilities for service management

  C. To provide good-quality knowledge and information about services

  D. To plan the resources required to manage a release

  Correct Answer: B

• Question 3:

  Which of the following BEST describes technical management?

  A. A function responsibilities for facilities management and building control systems

  B. A function that provides hardware repair services for technology involved in the delivery of service to customers

  C. Senior managers responsibilities for all staff within the technical support function

  D. A function that includes providing technical expertise and overall management of the IT infrastructure

  Correct Answer: D

• Question 4:

  Which of the following are types of service defined in ITIL?

  1.

  Enabling

  2.

  Core

  3.

  Enhancing

  4.

  Computer

  A. 1, 3 and 4 only

  B. 2, 3 and 4 only

  C. 1, 2 and 4 only

  D. 1, 2 and 3 only

  Correct Answer: D

• Question 5:

  Where should the details of a workaround be documented?

  A. In a service level agreement (SLA)

  B. In a problem record

  C. In the availability management information system

  D. In the IT service continuity plan

  Correct Answer: B

• Question 6:

  Which one of the following is NOT a characteristic of a process?

  A. It is measureable

  B. It delivers specific results

  C. It responds to specific events

  D. It structure an organization

  Correct Answer: D

• Question 7:

  Which of the following statements about service asset and configuration management is/are CORRECT?

  1.

  A configuration item (CI) can exits as part of any numbers other CIs at the same time

  2.

  Choosing which CIs to record will depend on the level of control an organization wishes to exert.

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: C

• Question 8:

  Which of these should a change model include?

  1.

  The steps that should be taken to handle the change

  2.

  Responsibilities; who should do what, including escalation

  3.

  Timescales and thresholds for completion of the actions

  4.

  Complaints procedures

  A. 1, 2 and 3 only

  B. All of the above

  C. 1 and 3 only

  D. 2 and 4 only

  Correct Answer: A

• Question 9:

  Which one of the following is NOT an objective of problem management?

  A. Minimizing the impact of incidents that cannot be prevented

  B. Preventing problems and resulting incidents from happening

  C. Eliminating recurring incidents

  D. Restoring normal service operation as quickly as possible

  Correct Answer: D

• Question 10:

  Which of the following are sources of best practice?

  1.

  Academic research

  2.

  Internal experience

  3.

  Industry practices

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: A