ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 121:

  When should tests for a new service be designed?

  A. At the same time as the service is designed

  B. After the service has been designed, before the service is handed over to Service Transition

  C. As part of Service Transition

  D. Before the service is designed

  Correct Answer: A

• Question 122:

  Customer perceptions and business outcomes help to define what?

  A. The value of a service

  B. Governance

  C. Total cost of ownership (TCO)

  D. Key performance indicators (KPIs)

  Correct Answer: A

• Question 123:

  In which of the following situations should a Problem Record be created?

  A. An event indicates that a redundant network segment has failed but it has not impacted any users

  B. An Incident is passed to second-level support

  C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents

  D. Incident Management has found a workaround but needs some assistance in implementing it

  Correct Answer: C

• Question 124:

  Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

  A. Technology, Customer, User

  B. Corporate, Customer, Service

  C. Corporate, Customer, Technology

  D. Service, User, IT

  Correct Answer: B

• Question 125:

  Effective release and deployment management enables the service provider to add value to the business by?

  A. Ensuring that all assets are accounted for

  B. Ensures that the fastest servers are purchased

  C. Delivering change, faster and at optimum cost and minimized risk

  D. Verifying the accuracy of all items in the configuration management database

  Correct Answer: C

• Question 126:

  Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

  A. Service Portfolio Management

  B. Service Level Management

  C. Component Capacity Management

  D. Demand Management

  Correct Answer: D

• Question 127:

  The BEST description of the guidance provided by Service Design is?

  A. The design and development of new services

  B. The design and development of service improvements

  C. The design and development of services and service management processes

  D. The day-to-day operation and support of services

  Correct Answer: C

• Question 128:

  What is the entry point or the first level of the V model?

  A. Customer / Business Needs

  B. Service Release

  C. Service Requirements

  D. Service Solution

  Correct Answer: A

• Question 129:

  Which of the following statements is INCORRECT?

  A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

  B. The SKMS is part of the Configuration Management System (CMS)

  C. The SKMS can include data on the performance of the organization

  D. The SKMS can include user skill levels

  Correct Answer: B

• Question 130:

  In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

  A. Service Transition

  B. Service Design

  C. Service Strategy

  D. Service Operation

  Correct Answer: B