ISEB ISEB Certification ITILF Questions & Answers

• Question 181:

  What does the continual service improvement (CSI) approach enable a business to achieve?

  A. It keeps the communication going within the business

  B. It helps the business in making decisions on improvement initiatives

  C. It helps the stakeholders understand their customers

  D. It dictates the way the business interacts with external suppliers

  Correct Answer: B

• Question 182:

  Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

  A. Service strategy

  B. Service transition planning and support

  C. Service level management

  D. Change management

  Correct Answer: B

• Question 183:

  Which of the following statements about processes is INCORRECT?

  A. They are units of organizations

  B. They are measurable

  C. They deliver specific results

  D. They respond to specific events

  Correct Answer: A

• Question 184:

  Which of the following is NOT a benefit of using public frameworks and standards?

  A. Knowledge of public frameworks is more likely to be widely distributed

  B. They are always free ensuring they can be implemented quickly

  C. They are validated across a wide range of environments making them more robust

  D. They make collaboration between organizations easier by giving a common language

  Correct Answer: B

• Question 185:

  Which of the following statements correctly states the relationship between urgency, priority and impact?

  A. Impact, priority and urgency are independent of each other

  B. Urgency should be based on impact and priority

  C. Impact should be based on urgency and priority

  D. Priority should be based on impact and urgency

  Correct Answer: D

• Question 186:

  Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

  A. Service strategy

  B. Service transition

  C. Service operation

  D. Continual service improvement

  Correct Answer: C

• Question 187:

  Where would all the possible service improvement opportunities be recorded?

  A. CSI register

  B. Known error database

  C. Capacity management information system

  D. Configuration management database

  Correct Answer: A

• Question 188:

  Which of the following can include steps that will help to resolve an incident?

  1.

  Incident model

  2.

  Known error record

  A. 1 only

  B. 2only

  C. Both of the above

  D. Neither of the above

  Correct Answer: C

• Question 189:

  Which types of communication would the functions within service operation use?

  1.

  Communication between data centre shifts

  2.

  Communication related to changes

  3.

  Performance reporting

  4.

  Routine operational communication

  A. 1 only

  B. 2 and 3 only

  C. 1, 2 and 4 only

  D. All of the above

  Correct Answer: D

• Question 190:

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

  1.

  Core

  2.

  Enabling

  3.

  Special

  A. 1 and 3only

  B. All of the above

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: C