ISEB ISEB Certification ITILF Questions & Answers

• Question 141:

  Which is an example of an internal customer?

  A. A customer who has a contract with an internet service provider for a broadband connection

  B. The HR department whose payroll service is provided by their organization's IT department

  C. An IT department that uses a network service obtained from a supplier

  D. A retail bank that outsources its infrastructure to a third-party supplier

  Correct Answer: B

• Question 142:

  Which is the CORRECT list of metrics to support CSI activities?

  A. Technology, customer and business

  B. Business, service and technology

  C. Customer, business and process

  D. Process, technology and service

  Correct Answer: D

• Question 143:

  Which is NOT a service desk type described in the ITIL service operation guidance?

  A. Local

  B. Centralized

  C. Outsourced

  D. Virtual

  Correct Answer: C

• Question 144:

  Which is an example of improving service utility using service management automation?

  A. Pre-determined routing of a service request

  B. Reducing the time to compile service data

  C. Monitoring service availability

  D. Faster resource allocation

  Correct Answer: D

• Question 145:

  What are sources of best practice?

  A. Customers, suppliers, advisors

  B. Industry practices, academic research, training and education

  C. Substitutes, regulators, customers

  D. Competition, compliance, commitments

  Correct Answer: B

• Question 146:

  Which is an objective of the service design lifecycle stage?

  A. To embed continual service improvement (CSI) in all service design activities

  B. To ensure that all service design activities use the minimum amount of resources

  C. To monitor service level targets as agreed in service level agreements

  D. To create and maintain a portfolio of quantified services

  Correct Answer: A

• Question 147:

  Remediation planning is a key part of which process?

  A. Capacity management

  B. Change management

  C. Financial management for IT services

  D. Availability management

  Correct Answer: B

• Question 148:

  What term describes assurance that a product or service will meet its agreed requirements?

  A. Underpinning contract

  B. Warranty

  C. Service level agreement

  D. Utility

  Correct Answer: C

• Question 149:

  Which statement BEST describes the value of service strategy to the business?

  A. It allows higher volumes of successful change

  B. It reduces unplanned costs through optimized handling of service outages

  C. It reduces the duration and frequency of service outages

  D. It enables the service provider to understand what levels of service will make their customers successful

  Correct Answer: D

• Question 150:

  Which statement about service review meetings is FALSE?

  A. Actions from service review meetings should only be assigned to the service provider

  B. Meetings should be held on a regular basis to review service achievement

  C. Issues for the upcoming period should be discussed at the meetings

  D. Progress and success of the service improvement program (SIP) should be reviewed

  Correct Answer: A