ISEB ISEB Certification ITILF Questions & Answers

• Question 361:

  Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

  A. Plan

  B. Do

  C. Check

  D. Act

  Correct Answer: A

• Question 362:

  Which of the following do Service Metrics measure?

  A. Processes and functions

  B. Maturity and cost

  C. The end to end service

  D. Infrastructure availability

  Correct Answer: C

• Question 363:

  Which of the following are objectives of Supplier Management?

  1.

  Negotiating and agreeing Contracts

  2.

  Updating the Supplier and Contract database

  3.

  Planning for possible closure, renewal or extension of contracts

  4.

  Managing relationships with internal suppliers

  A. 1, 2 and 3 only

  B. 1, 3 and 4 only

  C. 2, 3 and 4 only

  D. None of the above

  Correct Answer: A

• Question 364:

  Which statement about Service Level Agreements (SLAs) is CORRECT?

  A. They must contain legal wording because of their importance

  B. There should always be a separate SLA for each specific customer

  C. The wording must be clear and concise to allow no room for ambiguity

  D. Changes to the SLA can only be requested by the customer

  Correct Answer: C

• Question 365:

  What is IT Governance concerned with?

  A. Measuring and improving the efficiency and effectiveness of IT processes

  B. Ensuring that IT processes support the organization's strategies and objectives

  C. Reducing the total cost of providing services to the business

  D. Ensuring that targets documented in Service Level Agreements (SLAs) are met

  Correct Answer: B

• Question 366:

  Which of the following statements about communication within Service Operation are CORRECT?

  1.

  All communication must have an intended purpose or resultant action

  2.

  Communication should not take place without a clear audience

  A. 1 only

  B. 2 only

  C. Both of the above

  D. None of the above

  Correct Answer: C

• Question 367:

  Match the following activities with the Deming Cycle stages

  1.

  Monitor, Measure and Review

  2.

  Continual Improvement

  3.

  Implement Initiatives

  4.

  Plan for Improvement

  A. 1 Plan, 2 Do, 3 Check, 4 Act

  B. 3 Plan, 2 Do, 4 Check, 1 Act

  C. 4 Plan, 3 Do, 1 Check, 2 Act

  D. 2 Plan, 3 Do, 4 Check, 1 Act

  Correct Answer: C

• Question 368:

  What is the ITIL guidance relating to the closure of resolved incidents?

  A. Anyone can close an incident once it has been resolved

  B. Only the technician that resolved the incident should close the incident

  C. Only the service desk should close resolved incidents

  D. Only the person who raised the incident should close it once it is resolved

  Correct Answer: C

• Question 369:

  What term describes actions taken to recover after a failed change or release?

  A. Remediation

  B. Restoration

  C. Reactivation

  D. Reassurance

  Correct Answer: A

• Question 370:

  Which Service Design process makes the most use of data supplied by Demand Management?

  A. Service Catalogue Management

  B. Service Level Management

  C. IT Service Continuity Management

  D. Capacity Management

  Correct Answer: D