ISEB ISEB Certification ITILF Questions & Answers

• Question 411:

  Which BEST describes the purpose of the CSI register?

  A. To capture, record and prioritize all improvement opportunities

  B. To store details of all component CIs and their interfaces

  C. To be a central repository for all IT service management related information

  D. To record details of all live services and their service targets

  Correct Answer: A

• Question 412:

  Which statement about Service Asset and Configuration Management (SACM) is FALSE?

  A. The scope of SACM includes management of the complete lifecycle of every configuration item (CI)

  B. Configuration baselines and versions are produced by SACM

  C. SACM maintains an accurate and complete configuration management system (CMS)

  D. All changes to Cis are authorized by SACM

  Correct Answer: B

• Question 413:

  Which statement BEST describes the value of the service transition stage to the business?

  A. It supports the creation of a catalogue of services?

  B. It leads to gradual and continual improvement in service quality

  C. It ensures the production of more successful service designs

  D. It results in higher volumes of successful change

  Correct Answer: D

• Question 414:

  Which is an example of how service automation assists service automation assists service management?

  A. Customers can employ more sales staff during peak business periods

  B. The capacity of services can be adjusted to respond to respond to variations in demand

  C. Requests for new services can be authorized by anyone in service management

  D. The capacity of the service desk can be reduced to prevent users contacting it at busy times

  Correct Answer: B

• Question 415:

  Which is a supplier category?

  A. Technical

  B. Commodity

  C. Customer

  D. Resource

  Correct Answer: D

• Question 416:

  Which statement BEST describes a service request?

  A. A request from a customer for a new service

  B. A generic description for the many types of request for change (RFC) that are received by the IT organization

  C. A high priority RFC from a senior manager

  D. A generic description for the many different types of demands that are placed upon the IT organization by the users

  Correct Answer: D

• Question 417:

  What do customers NOT have ownership of when receiving value from services?

  A. Specific costs and outcomes

  B. Specific costs and risks

  C. Specific risks and impacts

  D. Specific outcomes and impacts

  Correct Answer: C

• Question 418:

  Which list includes information that would be collected when any incident is first logged?

  A. Unique reference number, escalation activity, incident priority

  B. Unique reference number, incident priority, description of symptoms

  C. Escalation activity, closure category, resolution date and time

  D. Closure category, description of symptoms, resolution date and time

  Correct Answer: B

• Question 419:

  Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

  A. Following a full change advisory board (CAB) to resolve any outstanding agenda items

  B. During peak or holiday periods when emergencies are more likely to occur

  C. In an emergency situation when it is not possible to convene a full CAB

  D. Outside the normal working hours of the business unit

  Correct Answer: C

• Question 420:

  What must a service level agreement (SLA) define?

  A. Legally binding contractual responsibilities or both parties

  B. Legally binding contractual responsibilities of just the IT service provider

  C. Key service targets and responsibilities of both the IT service provider and customer

  D. Key service targets and responsibilities of just the IT service provider

  Correct Answer: D