ISEB ISEB Certification ITILF Questions & Answers

• Question 131:

  The design of IT services requires the effective and efficient use of "the four Ps". What are these four PS?

  A. People, process, partners, performance

  B. Performance, process, products, plans

  C. People, process, products, partners

  D. People, products, plans, partners

  Correct Answer: C

• Question 132:

  Which of the following BEST describes service strategies value to the business?

  A. Allows higher volumes of successful change

  B. Reduction in unplanned costs through optimized handling of service outages

  C. Reduction in the duration and frequency of service outages

  D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

  Correct Answer: D

• Question 133:

  Which of the following is an objective of business relationship management?

  A. To identify patterns of business activity

  B. To ensure high levels of customer satisfaction

  C. To secure funding to manage the provision of services

  D. To ensure strategic plans for IT services exist

  Correct Answer: B

• Question 134:

  Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

  A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

  B. Public frameworks are always cheaper to adopt

  C. Public frameworks are prescriptive and tell you exactly what to do

  D. Proprietary knowledge has been tested in a wide range of environments

  Correct Answer: A

• Question 135:

  At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

  A. Service design: Design the processes

  B. Service strategy: Develop the offerings

  C. Service transition: Plan and prepare for deployment

  D. Service operation: IT operations management

  Correct Answer: A

• Question 136:

  Which of the following options is a hierarchy that is used in knowledge management?

  A. Wisdom - Information - Data - Knowledge

  B. Data - Information - Knowledge - Wisdom

  C. Knowledge - Wisdom - Information - Data

  D. Information - Data - Knowledge - Wisdom

  Correct Answer: B

• Question 137:

  Which role is responsible for carrying out the activities of a process?

  A. Process owner

  B. Change manager

  C. Service manager

  D. Process practitioner

  Correct Answer: D

• Question 138:

  Which process or function is responsible for monitoring activities and events in the IT infrastructure?

  A. Service level management

  B. IT operations management

  C. Capacity management

  D. Incident management

  Correct Answer: B

• Question 139:

  What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?

  A. The complete collection of all data and data repositories in the organization

  B. The knowledge to manage organization processes and people

  C. The complete collection of all process management structures in the organization

  D. The contextual awareness to provide strong common sense judgement

  Correct Answer: D

• Question 140:

  Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

  A. Technology, customer, user

  B. Corporate, customer, service

  C. Corporate, customer, technology

  D. Service, user, IT

  Correct Answer: B