ISEB ISEB Certification ITILF Questions & Answers

• Question 81:

  Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

  A. RACI model

  B. Incident model

  C. Continual service improvement (CSI) approach

  D. The Deming Cycle

  Correct Answer: A

• Question 82:

  Which one of the following functions would be responsible for the management of a data centre?

  A. Technical management

  B. Service desk

  C. Application management

  D. Facilities management

  Correct Answer: D

• Question 83:

  Consider the following list:

  1.

  Change authority

  2.

  Change manager

  3.

  Change advisory board (CAB)

  Which one of the following is the BEST description of the items above?

  A. Job descriptions

  B. Functions

  C. Teams

  D. Roles, people or groups

  Correct Answer: D

• Question 84:

  Hierarchic escalation is BEST described as?

  A. Notifying more senior levels of management about an incident

  B. Passing an incident to people with a greater level of technical skill

  C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

  D. Failing to meet the incident resolution times specified in a service level agreement

  Correct Answer: A

• Question 85:

  Which process would be used to compare the value that newer services have offered over those they have replaced?

  A. Availability management

  B. Capacity management

  C. Service portfolio management

  D. Service catalogue management

  Correct Answer: C

• Question 86:

  Which statement should NOT be part of the value proposition for Service Design?

  A. Reduced total cost of ownership

  B. Improved quality of service

  C. Improved Service alignment with business goals

  D. Better balance of technical skills to support live services

  Correct Answer: D

• Question 87:

  Service transition contains detailed descriptions of which processes?

  A. Change management, service asset and configuration management, release and deployment management

  B. Change management, capacity management event management, service request management

  C. Service level management, service portfolio management, service asset and configuration management

  D. Service asset and configuration management, release and deployment management, request fulfillment

  Correct Answer: A

• Question 88:

  Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

  A. A service option

  B. A service transition package (STP)

  C. A service design package (SDP)

  D. A service charter

  Correct Answer: C

• Question 89:

  Which of the following would commonly be found in a contract underpinning an IT service?

  1.

  Financial arrangements related to the contract

  2.

  Description of the goods or service provided

  3.

  Responsibilities and dependencies for both parties

  A. 1 and 2 only

  B. 1 and 3 only

  C. 2 and 3 only

  D. All of the above

  Correct Answer: D

• Question 90:

  The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

  A. Data

  B. Information

  C. Knowledge

  D. Governance

  Correct Answer: C