ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 91:

  What is the objective of Access Management?

  A. To provide security staff for Data Centers and other buildings

  B. To manage access to computer rooms and other secure locations

  C. To manage access to the Service Desk

  D. To manage the right to use a service or group of services

  Correct Answer: D

• Question 92:

  Which of the following is NOT a purpose of Service Transition?

  A. To ensure that a service can be managed, operated and supported

  B. To provide training and certification in project management

  C. To provide quality knowledge of Change, Release and Deployment Management

  D. To plan and manage the capacity and resource requirements to manage a release

  Correct Answer: B

• Question 93:

  Identity and Rights are two major concepts involved in which one of the following processes?

  A. Access Management

  B. Facilities Management

  C. Event Management

  D. Demand Management

  Correct Answer: A

• Question 94:

  Which of the following statements is CORRECT?

  A. IT Service Continuity Management can only take place once Business Continuity Management has been established

  B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management

  C. Business Continuity Management and IT Service Continuity Management must be established at the same time

  D. IT Service Continuity Management is not required when IT is outsourced to a third party provider

  Correct Answer: B

• Question 95:

  Availability Management is responsible for availability of the:

  A. Services and Components

  B. Services and Business Processes

  C. Components and Business Processes

  D. Services, Components and Business Processes

  Correct Answer: A

• Question 96:

  Which Function would provide staff to monitor events in an Operations Bridge?

  A. Applications Management

  B. Service Desk

  C. Technical Management

  D. IT Operations Management

  Correct Answer: C

• Question 97:

  There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?

  1.

  Progress

  2.

  Effectiveness

  3.

  Efficiency

  4.

  ?

  A. Cost

  B. Conformance

  C. Compliance

  D. Capacity

  Correct Answer: C

• Question 98:

  Removing or restricting rights to use an IT Service is the responsibility of which process?

  A. Access Management

  B. Incident Management

  C. Request Fulfillment

  D. Change Management

  Correct Answer: A

• Question 99:

  Which statement about Service Level Agreements (SLAs) is CORRECT?

  A. They must contain legal wording because of their importance

  B. There should always be a separate SLA for each specific customer

  C. The wording must be clear and concise to allow no room for ambiguity

  D. Changes to the SLA can only be requested by the customer

  Correct Answer: C

• Question 100:

  What are Request Models used for?

  A. Capacity Management

  B. Modelling arrival rates and performance characteristics of service requests

  C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

  D. Identifying frequently received user requests and defining how they should be handled

  Correct Answer: D