ISEB ISEB Certification ITILF Questions & Answers

• Question 401:

  Which is one of the five aspects of service design?

  A. Management information systems and tools

  B. Risk analysis and management approach

  C. Management policy for business case creation

  D. Corporate governance and policy

  Correct Answer: A

• Question 402:

  Where should all master copies of controlled software and documentation be stored?

  A. In the definitive capacity library

  B. In the definitive media library

  C. In the definitive security library

  D. In the definitive production library

  Correct Answer: B

• Question 403:

  Which statement about the known error database (KEDB) is CORRECT?

  A. It is maintained by the service desk and updated with the details of each new incident

  B. It is a part of the configuration management database (CMDB) and contains workarounds

  C. It is maintained by problem management and is used by the service desk to help resolve incidents

  D. It is maintained by incident management and contains solutions to be implemented by problem management

  Correct Answer: C

• Question 404:

  Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

  A. Continual service improvement

  B. Service operation

  C. Service strategy

  D. Service design

  Correct Answer: A

• Question 405:

  Which ITIL process is used to restore normal service operation as quickly as possible?

  A. Service level management

  B. Incident management

  C. Problem management

  D. Availability management

  Correct Answer: B

• Question 406:

  What BEST describes the purpose of analyzing risk?

  A. To assess impact and urgency

  B. To assess impact and probability

  C. To review remediation planning

  D. To review transition planning

  Correct Answer: B

• Question 407:

  What does the `C' in `RACI' refer to?

  A. Communicate

  B. Configure

  C. Customer

  D. Consult

  Correct Answer: D

• Question 408:

  Which is NOT a sub-process of capacity management?

  A. People capacity management

  B. Component capacity management

  C. Business capacity management

  D. Service capacity management

  Correct Answer: A

• Question 409:

  Which are objectives of problem management?

  1.

  Eliminate recurring incidents

  2.

  Minimize the impact of incidents that cannot be prevented

  3.

  Increase visibility and communication of incidents

  4.

  Provide a trigger for the raising of incidents

  A. 1 and 2

  B. 2 and 3

  C. 3 and 4

  D. 1 and 4

  Correct Answer: A

• Question 410:

  What is part of a configuration management system (CMS)?

  1.

  Configuration records

  2.

  Configuration management databases

  3.

  Physical assets

  4.

  Release plans

  A. 1 and 2

  B. 1 and 3

  C. 2 and 4

  D. 3 and 4

  Correct Answer: A