ISEB ISEB Certification ITILF Questions & Answers

• Question 31:

  What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

  A. Return on investment (ROI), value on investment (VOI), quality

  B. Strategic, tactical and operational

  C. Critical success factors (CSFs), key performance indicators (KPIs), activities

  D. Technology, process and service

  Correct Answer: D

• Question 32:

  Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

  A. Do

  B. Perform

  C. Implement

  D. Measure

  Correct Answer: A

• Question 33:

  Which of the following is NOT an objective of Continual Service Improvement?

  A. Review and analyze Service Level Achievement results

  B. Identify activities to improve the efficiency of service management processes

  C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

  D. Conduct activities to deliver and manage services at agreed levels to business users

  Correct Answer: D

• Question 34:

  Which of the following activities are performed by a service desk?

  1.

  Logging details of incidents and service requests

  2.

  Providing first-line investigation and diagnosis

  3.

  Restoring service

  4.

  Implementing all standard changes

  A. All of the above

  B. 1, 2 and 3 only

  C. 2 and 4 only

  D. 3 and 4 only

  Correct Answer: B

• Question 35:

  Which process is responsible for low risk, frequently occurring, low cost changes?

  A. Demand management

  B. Incident management

  C. Release and deployment management

  D. Request fulfillment

  Correct Answer: D

• Question 36:

  Which function or process would provide staff to monitor events in an operations bridge?

  A. Technical management

  B. IT operations management

  C. Request fulfillment

  D. Applications management

  Correct Answer: B

• Question 37:

  What guidance does ITIL give on the frequency of production of service reporting?

  A. Service reporting intervals must be defined and agreed with the customers

  B. Reporting intervals should be set by the service provider

  C. Reports should be produced weekly

  D. Service reporting intervals must be the same for all services

  Correct Answer: A

• Question 38:

  Which one of the following does service metrics measure?

  A. Functions

  B. Maturity and cost

  C. The end-to-end service

  D. Infrastructure availability

  Correct Answer: C

• Question 39:

  Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

  A. Event management, incident management, problem management, request fulfilment, and access management

  B. Event management, incident management, change management, and access management

  C. Incident management, problem management, service desk, request fulfilment, and event management

  D. Incident management, service desk, request fulfilment, access management, and event management

  Correct Answer: A

• Question 40:

  With which process is problem management likely to share categorization and impact coding systems?

  A. Incident management

  B. Service asset and configuration management

  C. Capacity management

  D. IT service continuity management

  Correct Answer: A