ISEB ISEB Certification ITILF Questions & Answers

• Question 521:

  Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

  A. Categorization

  B. Logging

  C. Prioritization

  D. Closure

  Correct Answer: A

• Question 522:

  The Supplier Management process includes:

  (1)

  Service Design activities, to ensure that contracts will be able to support the service requirements

  (2)

  Service Operation activities, to monitor and report supplier achievements

  (3)

  Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

  A.

  1 and 2 only

  B.

  1 only

  C.

  All of the above

  D.

  1 and 3 only

  Correct Answer: C

• Question 523:

  Which of the following would be defined as part of every process?

  (1)

  Roles

  (2)

  Activities

  (3)

  Functions

  (4)

  Responsibilities

  A.

  1 and 3 only

  B.

  All of the above

  C.

  2 and 4 only

  D.

  1, 2 and 4 only

  Correct Answer: D

• Question 524:

  Which of the following statements about processes is INCORRECT?

  A. They are units of organizations designed to perform certain types of work

  B. We must be able to measure them in a relevant manner

  C. They deliver specific results

  D. They respond to specific events

  Correct Answer: A

• Question 525:

  Which of the following Availability Management activities are considered to be proactive as opposed to reactive?

  (1)

  Risk assessment

  (2)

  Testing of resilience mechanisms

  (3)

  Monitoring of component availability

  A.

  All of the above

  B.

  1 and 2 only

  C.

  1 and 3 only

  D.

  2 and 3 only

  Correct Answer: B

• Question 526:

  The BEST processes to automate are those that are:

  A. Carried out by Service Operations

  B. Carried out by lots of people

  C. Critical to the success of the business mission

  D. Simple and well understood

  Correct Answer: D

• Question 527:

  Which model delivers a view of the services, assets and infrastructure?

  A. Incident Model

  B. Problem Model

  C. Configuration Model

  D. Change Model

  Correct Answer: C

• Question 528:

  Which is the BEST definition of a Configuration Item (CI)?

  A. An item of hardware or software registered in the asset database

  B. A collection of information used to describe a hardware or software item

  C. An asset, service component or other item that is, or will be, under the control of Configuration Management

  D. Information recorded by the Service Desk when an Incident is reported

  Correct Answer: C

• Question 529:

  Which of the following are aspects of Service Design?

  (1)

  Architectures

  (2)

  Technology

  (3)

  Service Management processes

  (4)

  Metrics

  A.

  1 only

  B.

  2 and 3 only

  C.

  1, 2 and 4 only

  D.

  All of the above

  Correct Answer: D

• Question 530:

  Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?

  A. Definitive Media Library

  B. Definitive Software Store

  C. Service Knowledge Management System

  D. Software Secure Library

  Correct Answer: A