ISEB ISEB Certification ITILF Questions & Answers

• Question 111:

  Which of the following types of service should be included in the scope of service portfolio management?

  1.

  Those planned to be delivered

  2.

  Those being delivered

  3.

  Those that have been withdrawn from service

  A. 1 and 3 only

  B. All of the above

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: B

• Question 112:

  Which of the following is NOT an objective of service transition?

  A. To ensure that a service can be operated, managed and supported

  B. To provide training and certification in project management

  C. To provide quality knowledge and information about services and service assets

  D. To plan and manage the capacity and resource requirements to manage a release

  Correct Answer: B

• Question 113:

  What is the name of the group that should review changes that must be implemented faster than the normal change process?

  A. Technical management

  B. Emergency change advisory board

  C. Urgent change board

  D. Urgent change authority

  Correct Answer: B

• Question 114:

  What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

  A. Employers

  B. Stakeholders

  C. Regulators

  D. Accreditors

  Correct Answer: B

• Question 115:

  Which of the following are the MAIN objectives of incident management?

  1.

  To automatically detect service-affecting events

  2.

  To restore normal service operation as quickly as possible

  3.

  To minimize adverse impacts on business operations

  A. 1 and 2 only

  B. 2 and 3 only

  C. 1 and 3 only

  D. All of the above

  Correct Answer: B

• Question 116:

  Which process is responsible for managing relationships with vendors?

  A. Change management

  B. Service portfolio management

  C. Supplier management

  D. Continual service improvement

  Correct Answer: C

• Question 117:

  Which of the following service desk organizational structures are described in service operation?

  1.

  Local service desk

  2.

  Virtual service desk

  3.

  IT help desk

  4.

  Follow the sun

  A. 1, 2 and 4 only

  B. 2, 3 and 4 only

  C. 1, 3 and 4 only

  D. 1, 2 and 3 only

  Correct Answer: A

• Question 118:

  What are the categories of event described in the UIL service operation book?

  A. Informational, scheduled, normal

  B. Scheduled, unscheduled, emergency

  C. Informational, warning, exception

  D. Warning, reactive, proactive

  Correct Answer: C

• Question 119:

  What is the result of carrying out an activity, following a process or delivering an IT service known as?

  A. Outcome

  B. Incident

  C. Change

  D. Problem

  Correct Answer: A

• Question 120:

  Which one of the following do technology metrics measure?

  A. Components

  B. Processes

  C. The end-to-end service

  D. Customer satisfaction

  Correct Answer: A