ISEB ISEB Certification ITILF Questions & Answers

• Question 261:

  Which one of the following is an objective of release and deployment management?

  A. To standardize methods and procedures used for efficient and prompt handling of all changes

  B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

  C. To ensure that the overall business risk of change is optimized

  D. To define and agree release and deployment plans with customers and stakeholders

  Correct Answer: D

• Question 262:

  Which one of the following is NOT the responsibility of service catalogue management?

  A. Ensuring that information in the service catalogue is accurate

  B. Ensuring that service level agreements are maintained

  C. Ensuring that information in the service catalogue is consistent with information in the service portfolio

  D. Ensuring that all operational services are recorded in the service catalogue

  Correct Answer: B

• Question 263:

  Which one of the following is the BEST definition of reliability?

  A. The availability of a service or component

  B. The level of risk that affects a service or process

  C. How long a service or configuration item (CI) can perform its function without failing

  D. How quickly a service or component can be restored to normal working order

  Correct Answer: C

• Question 264:

  Which areas of service management can benefit from automation?

  1.

  Design and modeling

  2.

  Reporting

  3.

  Pattern recognition and analysis

  4.

  Detection and monitoring

  A. 1, 2 and 3 only

  B. 1, 3 and 4 only

  C. 2, 3 and 4 only

  D. All of the above

  Correct Answer: D

• Question 265:

  Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

  A. Service design

  B. Service transition

  C. Continual service improvement

  D. Service operation

  Correct Answer: A

• Question 266:

  Which of the following are managed by facilities management?

  1.

  Hardware within a data centre or computer room

  2.

  Applications

  3.

  Power and cooling equipment

  4.

  Recovery sites

  A. 1, 2 and 3 only

  B. All of the above

  C. 1, 3 and 4 only

  D. 1 and 3 only

  Correct Answer: C

• Question 267:

  Which one of the following is it the responsibility of supplier management to negotiate and agree?

  A. Service level agreements (SLAs)

  B. Third-party contracts

  C. The service portfolio

  D. Operational level agreements (OLAs)

  Correct Answer: B

• Question 268:

  Which one of the following statements BEST describes a definitive media library (DML)?

  A. A secure location where definitive hardware spares are held

  B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

  C. A database that contains definitions of all media CIs

  D. A secure library where definitive authorized versions of all software and back-ups are stored and protected

  Correct Answer: B

• Question 269:

  Which one of the following are the two primary elements that create value for customers?

  A. Value on investment (VOI) and return on investment (ROI)

  B. Customer and user satisfaction

  C. Service requirements and warranty

  D. Resources and capabilities

  Correct Answer: D

• Question 270:

  In terms of adding value to the business, which one of the following describes service operation s contribution?

  A. The cost of the service is designed, predicted and validated

  B. Measures for optimization are identified

  C. Service value is modeled

  D. Service value is visible to customers

  Correct Answer: D