ISEB ISEB Certification ITILF Questions & Answers

• Question 311:

  Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

  A. Continual Service Improvement

  B. Service Transition

  C. Service Design

  D. Service Operation

  Correct Answer: D

• Question 312:

  Identity and Rights are two major concepts involved in which one of the following processes?

  A. Access Management

  B. Facilities Management

  C. Event Management

  D. Demand Management

  Correct Answer: A

• Question 313:

  "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

  A. Service Operation

  B. Service Strategy

  C. Service Transition

  D. Continual Service Improvement

  Correct Answer: C

• Question 314:

  Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

  A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development

  B. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development

  C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment

  D. Service Catalogue and Service Portfolio are different names for the same thing

  Correct Answer: C

• Question 315:

  Which of the following should be available to the Service Desk?

  (1)

  Known Error Data

  (2)

  Change Schedules

  (3)

  Service Knowledge Management System

  (4)

  The output from monitoring tools

  A.

  1,2 and 3 only

  B.

  1,2 and 4 only

  C.

  2,3 and 4 only

  D.

  All of the above

  Correct Answer: D

• Question 316:

  There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?

  (1)

  Progress

  (2)

  Effectiveness

  (3)

  Efficiency

  (4)

  ?

  A.

  Cost

  B.

  Conformance

  C.

  Compliance

  D.

  Capacity

  Correct Answer: C

• Question 317:

  What is the objective of Access Management?

  A. To provide security staff for Data Centers and other buildings

  B. To manage access to computer rooms and other secure locations

  C. To manage access to the Service Desk

  D. To manage the right to use a service or group of services

  Correct Answer: D

• Question 318:

  Which of these would fall outside the scope of a typical service change management process?

  A. A change to a contract with a supplier

  B. A firmware upgrade to a server that is only used for IT Service Continuity purposes

  C. An urgent need to replace a CPU to restore a service during an incident

  D. A change to a business process that depends on IT Services

  Correct Answer: D

• Question 319:

  Which of the following defines the level of protection in Information Security Management?

  A. The IT Executive

  B. The ISO27001 Standard

  C. The Business

  D. The Service Level Manager

  Correct Answer: C

• Question 320:

  Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

  A. Service Transition

  B. Risk Management

  C. IT Service Continuity Management

  D. Availability Management

  Correct Answer: A