ISEB ISEB Certification ITILF Questions & Answers

• Question 211:

  Which of the following is the BEST description of a centralized service desk?

  A. The desk is co-located within or physically close to the user community it serves

  B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

  C. The desk provides 24 hour global support

  D. There is a single desk in one location serving the whole organization

  Correct Answer: D

• Question 212:

  Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

  A. Categorization

  B. Detection

  C. Prioritization

  D. Escalation

  Correct Answer: A

• Question 213:

  Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

  A. Service level management

  B. Problem management

  C. Change management

  D. Event management

  Correct Answer: B

• Question 214:

  Which statement BEST represents the guidance on incident logging?

  A. Incidents must only be logged if a resolution is not immediately available

  B. Only incidents reported to the service desk can be logged

  C. All incidents must be fully logged

  D. The service desk decide which incidents to log

  Correct Answer: C

• Question 215:

  Which of the following processes are performed by the service desk?

  1.

  Capacity management

  2.

  Request fulfillment

  3.

  Demand management

  4.

  Incident management

  A. All of the above

  B. 3 and 4 only

  C. 2 and 4 only D. 2 only

  Correct Answer: C

• Question 216:

  Remediation planning is BEST described in which of the following ways?

  A. Planning how to recover the cost of a change

  B. Planning the steps required to be taken if a change is unsuccessful

  C. Planning how to compensate a user for a failed change

  D. Planning how to advise the change requestor of a failed change

  Correct Answer: B

• Question 217:

  Which of the following are benefits to the business of implementing service transition?

  1.

  Better reuse and sharing of assets across projects and resources

  2.

  Reduced cost to design new services

  3.

  Result in higher volume of successful changes

  A. 1 and 2 only

  B. 2 and 3 only

  C. 1 and 3 only

  D. None of the above

  Correct Answer: C

• Question 218:

  A Service design package (SDP) would normally be produced for which of the following?

  1.

  A new IT service

  2.

  A major change to an IT service

  3.

  An emergency change to an IT service

  4.

  An IT service retirement

  A. 2, 3 and 4 only

  B. 1, 2 and 4 only

  C. None of the above

  D. All of the above

  Correct Answer: B

• Question 219:

  Which of the following are valid parts of the service portfolio?

  1.

  Service pipeline

  2.

  Service knowledge management system (SKMS)

  3.

  Service catalogue

  A. 1 and 2 only

  B. 3 only

  C. 1 and 3 only

  D. All of the above

  Correct Answer: C

• Question 220:

  Which process would you MOST expect to be involved in the management of underpinning contracts?

  A. Change management

  B. Service catalogue management

  C. Supplier management

  D. Release and deployment management

  Correct Answer: C