ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 101:

  Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided 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 102:

  What is the definition of an Alert?

  A. An error message to the user of an application

  B. An audit report that indicates areas where IT is not performing according to agreed procedures

  C. A warning that a threshold has been reached or that something has changed

  D. A type of Incident

  Correct Answer: C

• Question 103:

  Which of the following is NOT a responsibility of service transition?

  A. To ensure that a service can be managed, operated and supported within constraints specified by design

  B. To design and develop capabilities for service management

  C. To provide quality knowledge of change and release and deployment management

  D. To plan the resource requirements to manage a release

  Correct Answer: B

• Question 104:

  Which of these would fall outside the scope of a typical service change management process?

  A. A change to a contract with a supplier

  B. A firmware upgrade to a server that is only used for IT Service Continuity purposes

  C. An urgent need to replace a CPU to restore a service during an incident

  D. A change to a business process that depends on IT Services

  Correct Answer: D

• Question 105:

  Match the following activities with the Deming Cycle stages

  1.

  Monitor, Measure and Review

  2.

  Continual Improvement

  3.

  Implement Initiatives

  4.

  Plan for Improvement

  A. 1 Plan, 2 Do, 3 Check, 4 Act

  B. 3 Plan, 2 Do, 4 Check, 1 Act

  C. 4 Plan, 3 Do, 1 Check, 2 Act

  D. 2 Plan, 3 Do, 4 Check, 1 Act

  Correct Answer: C

• Question 106:

  Defining the processes needed to operate a new service is part of:

  A. Service Design: Design the processes

  B. Service Strategy: Develop the offerings

  C. Service Transition: Plan and prepare for deployment

  D. Service Operation: IT Operations Management

  Correct Answer: A

• Question 107:

  Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

  A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development

  B. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development

  C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment

  D. Service Catalogue and Service Portfolio are different names for the same thing

  Correct Answer: C

• Question 108:

  Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

  A. Continual Service Improvement

  B. Service Transition

  C. Service Design

  D. Service Operation

  Correct Answer: D

• Question 109:

  An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

  A. Excessive focus on quality

  B. Excessively reactive

  C. Excessively proactive

  D. Excessive focus on cost

  Correct Answer: D

• Question 110:

  Which of the following activities are helped by recording relationships between Configuration Items (CIs)? 1) Assessing the impact and cause of Incidents and Problems 2) Assessing the impact of proposed Changes 3) Planning and designing a Change to an existing service 4) Planning a technology refresh or software upgrade

  A. 1 and 2 only

  B. All of the above

  C. 1, 2 and 4 only

  D. 1, 3 and 4 only

  Correct Answer: B