ISEB ISEB Certification ITILF Questions & Answers

• Question 391:

  Which term describes if a service is fit for use?

  A. Serviceability

  B. Utility

  C. Warranty

  D. Availability

  Correct Answer: C

• Question 392:

  Which capacity management sub-process focuses on the management, control and prediction of the endto-end performance?

  A. Business capacity management

  B. Supplier capacity management

  C. Service capacity management

  D. Component capacity management

  Correct Answer: C

• Question 393:

  Which is NOT an example of a pattern of business activity (PBA)?

  A. The seasonal variation in customer purchases from a supermarket

  B. The peak period usage of counter services in a retail bank

  C. The capacity usage of the network supporting service

  D. The tendency for a government agency to submit its regulatory reports just before the deadline

  Correct Answer: D

• Question 394:

  Which statement about stakeholders is TRUE?

  A. Customers, users and suppliers are examples of stakeholders, who may be external to the service provider organization

  B. External customers are those who work for the same organization as the IT service provider

  C. Internal customers are always charged for the IT services they receive from the IT service provider organization

  D. Internal customers purchase services from third-party suppliers by means of a legally binding contract or agreement

  Correct Answer: A

• Question 395:

  Which is a reason why incident management interfaces with service level management?

  A. To ensure that problem records are circulated to all customers

  B. To ensure that the status of faulty configuration items (CI) is recorded

  C. To ensure that incident resolution times are aligned with business needs

  D. To ensure that incident workarounds are acceptable to the customers

  Correct Answer: C

• Question 396:

  What is a characteristic of a process?

  A. It requires a specific tool

  B. It is performance driven and measurable

  C. It provides generic technical skills and resources

  D. It does not react to a specific trigger

  Correct Answer: B

• Question 397:

  Which tool helps with defining accountability and responsibility within processes?

  A. A CSI register

  B. A project charter

  C. A RACI model

  D. A communications plan

  Correct Answer: C

• Question 398:

  Which statement about change management is CORRECT?

  A. It optimizes overall business risk

  B. It optimizes financial exposure

  C. It ensures that all changes are authorized by the change advisory board (CAB)

  D. It ensures that service requests follow the normal change management process

  Correct Answer: C

• Question 399:

  What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?

  A. an emergency change

  B. an alert

  C. an emergency event

  D. a request for change

  Correct Answer: B

• Question 400:

  Which of the following is an example of proactive problem management?

  A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

  B. Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist

  C. Suspicion or detection of a cause of one or more incidents by the service desk

  D. Trending of historical incident records to identify one or more underlying causes

  Correct Answer: B