ISEB ISEB Certification ITILF Questions & Answers

• Question 51:

  Which statement about the emergency change advisory board (ECAB) is CORRECT

  A. The ECAB considers every high priority request for change (RFC)

  B. Amongst the duties of the ECAB is the review of completed emergency changes

  C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

  D. The ECAB will be chaired by the IT Director

  Correct Answer: C

• Question 52:

  Which process would ensure that utility and warranty requirements are properly addressed in service designs?

  A. Availability management

  B. Capacity management

  C. Design coordination

  D. Release management

  Correct Answer: C

• Question 53:

  What would be the next step in the continual service improvement (CSI) model after?

  1.

  What is the vision?

  2.

  Where are we now?

  3.

  Where do we want to be?

  4.

  How do we get there?

  5.

  Did we get there?

  6.

  ?

  A. What is the return on investment (ROI)?

  B. How much did it cost?

  C. How do we keep the momentum going?

  D. What is the value on investment (VOI)?

  Correct Answer: C

• Question 54:

  Which of the following is the correct definition of an outcome?

  A. The results specific to the clauses in a service level agreement (SLA)

  B. The result of carrying out an activity, following a process or delivering an IT service

  C. All the accumulated knowledge of the service provider

  D. All incidents reported to the service desk

  Correct Answer: B

• Question 55:

  Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

  A. Service Strategy

  B. Continual Service Improvement

  C. Service Operation

  D. Service Design

  Correct Answer: B

• Question 56:

  Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

  A. The IT director

  B. The process owner

  C. The service owner

  D. The customer

  Correct Answer: B

• Question 57:

  Which process is responsible for ensuring that appropriate testing takes place?

  A. Knowledge management

  B. Release and deployment management

  C. Service asset and configuration management

  D. Service level management

  Correct Answer: B

• Question 58:

  Which of the following identify the purpose of business relationship management?

  1.

  To establish and maintain a business relationship between service provider and customer

  2.

  To identify customer needs and ensure that the service provider is able to meet

  A. Both of the above

  B. 1 only

  C. 2 only

  D. Neither of the above

  Correct Answer: A

• Question 59:

  In which document would you expect to see an overview of actual service achievements against targets?

  A. Operational level agreement(OLA)

  B. Capacity plan

  C. Service level agreement(SLA)

  D. SLA monitoring chart(SLAM)

  Correct Answer: D

• Question 60:

  Which of the following is the best definition of IT service management?

  A. An internal service provider that is embedded within a business unit

  B. A complete set of all the documentation required to deliver world class services to customers

  C. Technical implementation of supporting IT infrastructure components

  D. The implementation and management of quality IT services that meet business needs

  Correct Answer: D