Which process is responsible for managing all service requests from users?
A. Change fulfillment
B. Incident management
C. Request fulfillment
D. Event management
Which is a responsibility of a customer within the service level management process?
A. Negotiate third party contracts
B. Measure service availability
C. Supply good or services
D. Agree Service level targets
Which service lifecycle stage provides the following values to the business?
A. Service transition
B. Service strategy
C. Service operation
D. Service design
Which of the following correctly states the relationship between urgency, priority and impact?
A. Impact, priority and urgency are independent of each other
B. Urgency should be based on impact and priority
C. Impact should be based on urgency and priority
D. Priority should be based on impact and urgency
ITSM concepts are often described in the context of only one of these type. Type I, type II and type III
A. Service Units
B. Business Units
C. Service Providers
D. Customers
How should entries in the CSI register be categorized?
A. Based on priority, urgency and impact to the business and to all its stakeholders
B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term
C. Based on IT service name, cost to the business and expected outcomes to the customer
D. Based on best improvement opportunities in the organization to achieve a competitive advantage
Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?
A. Business relationship management
B. Service level management
C. Availability management
D. Change management
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
A. Operational contract
B. Underpinning contract
C. Serviceability contract
D. Service level contract
When should a known error be raised?
A. Only when the root cause is found and a workaround exists
B. As soon as it becomes useful to do so
C. Only when the error in the IT Service is found
D. As soon as the major problem procedure is executed
Which document shows a detailed analysis of business impact and benefits?
A. A return on investment
B. Service level requirements
C. A business case
D. A service level agreement
Nowadays, the certification exams become more and more important and required by more and more enterprises when applying for a job. But how to prepare for the exam effectively? How to prepare for the exam in a short time with less efforts? How to get a ideal result and how to find the most reliable resources? Here on Vcedump.com, you will find all the answers. Vcedump.com provide not only ISEB exam questions, answers and explanations but also complete assistance on your exam preparation and certification application. If you are confused on your ITILF exam preparations and ISEB certification application, do not hesitate to visit our Vcedump.com to find your solutions here.