ISEB ISEB Certification ITILF Questions & Answers

• Question 251:

  Which one of the following would NOT involve event management?

  A. Intrusion detection

  B. Recording and monitoring environmental conditions in the data centre

  C. Recording service desk staff absence

  D. Monitoring the status of configuration items

  Correct Answer: C

• Question 252:

  Which one of the following is the BEST description of a major incident?

  A. An incident which is so complex that it requires root cause analysis before a workaround can be found

  B. An incident which requires a large number of people to resolve

  C. An incident logged by a senior manager

  D. An incident which has a high priority or a high impact on the business

  Correct Answer: D

• Question 253:

  Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

  A. To decide how IT will engage with suppliers during the service lifecycle

  B. To proactively prevent all outages to IT services

  C. To design and build processes which will meet business needs

  D. To deliver and manage IT services at agreed levels to business users and customers

  Correct Answer: D

• Question 254:

  Which one of the following is the BEST definition of an event?

  A. Any change of state that has significance for the management of a configuration item (CI) or IT service

  B. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  C. The unknown cause of one or more incidents that have an impact on an IT service

  D. Reducing or eliminating the cause of an incident or problem

  Correct Answer: A

• Question 255:

  Which one of the following generates demand for services?

  A. Infrastructure trends

  B. Patterns of business activity (PBA)

  C. Cost of providing support

  D. Service level agreements (SLA)

  Correct Answer: B

• Question 256:

  Which one of the following is an objective of service transition?

  A. To negotiate service levels for new services

  B. To ensure that service changes create the expected business value

  C. To minimize the impact of service outages on day-to-day business activities

  D. To plan and manage entries in the service catalogue

  Correct Answer: B

• Question 257:

  What is the BEST description of an operational level agreement (OLA)?

  A. An agreement between the service provider and another part of the same organization

  B. An agreement between the service provider and an external organization

  C. A document that describes to a customer how services will be operated on a day-to-day basis

  D. A document that describes business services to operational staff

  Correct Answer: A

• Question 258:

  Which of the following should IT service continuity strategy be based on?

  1.

  Design of the service metrics

  2.

  Business continuity strategy

  3.

  Business impact analysis (BIA)

  4.

  Risk assessment

  A. 1, 2 and 4 only

  B. 1, 2 and 3 only

  C. 2, 3 and 4 only

  D. 1, 3 and 4 only

  Correct Answer: C

• Question 259:

  Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

  A. People, process, partners, performance

  B. Performance, process, products, problems

  C. People, process, products, partners

  D. People, products, perspective, partners

  Correct Answer: C

• Question 260:

  Which one of the following statements is CORRECT?

  A. The configuration management system is part of the known error database

  B. The service knowledge management system is part of the configuration management system

  C. The configuration management system is part of the service knowledge management system

  D. The configuration management system is part of the configuration management database

  Correct Answer: C