ISEB ISEB Certification ITILF Questions & Answers

• Question 291:

  A single Release unit, or a structured set of Release units can be defined within:

  A. The RACI Model

  B. A Release Package

  C. A Request Model

  D. The Plan, Do, Check, Act (PDCA) cycle

  Correct Answer: B

• Question 292:

  What are Request Models used for?

  A. Capacity Management

  B. Modeling arrival rates and performance characteristics of service requests

  C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

  D. Identifying frequently received user requests and defining how they should be handled

  Correct Answer: D

• Question 293:

  Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

  A. The Asset Register

  B. The Service Knowledge Management System

  C. The Known Error Database

  D. The Information Management System

  Correct Answer: B

• Question 294:

  Which of the following statements is CORRECT?

  A. IT Service Continuity Management can only take place once Business Continuity Management has been established

  B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management

  C. Business Continuity Management and IT Service Continuity Management must be established at the same time

  D. IT Service Continuity Management is not required when IT is outsourced to a third party provider

  Correct Answer: B

• Question 295:

  What is the Service Pipeline?

  A. All services that are at a conceptual or development stage

  B. All services except those that have been retired

  C. All services that are contained within the Service Level Agreement (SLA)

  D. All complex multi-user services

  Correct Answer: A

• Question 296:

  What type of improvement should be achieved by using the Deming Cycle?

  A. Rapid, one-off improvement

  B. Return on investment within 12 months

  C. Quick wins D. Steady, ongoing improvement

  Correct Answer: D

• Question 297:

  Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

  A. Service Level Management

  B. Change Management

  C. Incident Management

  D. Service Asset and Configuration Management

  Correct Answer: D

• Question 298:

  As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?

  (1)

  An internal service provider embedded within a business unit

  (2)

  An internal service provider that provides shared IT services

  (3)

  An external service provider

  A.

  All of the above

  B.

  1 and 2 only

  C.

  1 and 3 only

  D.

  2 and 3 only

  Correct Answer: A

• Question 299:

  What is most likely to cause a loss of faith in the Service Level Management process?

  A. Measurements that match the customer's perception of the service

  B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)

  C. Inclusion of items in the SLA that cannot be effectively measured

  D. Involving customers in drafting Service Level Requirements

  Correct Answer: C

• Question 300:

  Defining the processes needed to operate a new service is part of:

  A. Service Design: Design the processes

  B. Service Strategy: Develop the offerings

  C. Service Transition: Plan and prepare for deployment

  D. Service Operation: IT Operations Management

  Correct Answer: A