Which of the following statements about standard changes are CORRECT?
1.
The approach is pre-authorized
2.
The risk is usually low and well understood
3.
Details of the change will be recorded
4.
Some standard changes will be triggered by the request fulfilment process
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Where should the following information be stored?
1.
The experience of staff
2.
Records of user behaviour
3.
Supplier's abilities and requirements
4.
User skill levels
A. The forward schedule of change
B. The service portfolio
C. A configuration management database (CMDB)
D. The service knowledge management system (SKMS)
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A. A change
B. A change model
C. A change request
D. A change advisory board
How many people should be accountable for a process as defined in the RACI model?
A. As many as necessary to complete the activity
B. Only one - the process owner
C. Two - the process owner and the process enactor
D. Only one - the process architect
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
A. Business services
B. Component services
C. Supporting services
D. Customer services
Which of the following areas would technology help to support during the service lifecycle?
1.
Data mining and workflow
2.
Measurement and reporting
3.
Release and deployment
4.
Process design
A. 2, 3 and 4 only
B. 1, 3 and 4 only
C. 1, 2 and 3 only
D. All of the above
Which process is responsible for providing the rights to use an IT service?
A. Incident management
B. Access management
C. Change management
D. Request fulfillment
Which one of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems
Which of the following BEST describes a problem?
A. An issue reported by a user
B. The cause of two or more incidents
C. A serious incident which has a critical impact to the business
D. The cause of one or more incidents
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
A. Internal
B. External
C. Service desk
D. Shared services unit
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.