ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 131:

  How does Problem Management work with Change Management?

  A. By installing changes to fix problems

  B. By negotiating with Incident Management for changes in IT for Problem resolution

  C. By issuing RFCs for permanent solutions

  D. By working with users to change their IT configurations

  Correct Answer: C

• Question 132:

  Which of the following CANNOT be stored and managed by a tool?

  A. Knowledge

  B. Data

  C. Information

  D. Wisdom

  Correct Answer: D

• Question 133:

  Which of the following statements is CORRECT?

  A. The CMS is part of the Configuration Management Data Base (CMDB)

  B. The KEDB and the CMS form part of the larger SKMS

  C. The Service Knowledge Management System (SKMS) is part of the CMS

  D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

  Correct Answer: B

• Question 134:

  In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

  A. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery

  B. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability

  C. There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed

  D. It is possible that responsiveness may suffer and customers needs may not be met within business timescales

  Correct Answer: D

• Question 135:

  What is the definition of an Alert?

  A. An error message to the user of an application

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

  C. A type of Incident

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

  Correct Answer: B

• Question 136:

  Which of the following questions does Service Strategy help answer with its guidance?

  1.

  How do we prioritize investments across a portfolio?

  2.

  What services to offer and to whom?

  3.

  What are the Patterns of Business Activity (PBA)?

  A. 3 only

  B. 1 only

  C. 2 only

  D. All of the above

  Correct Answer: D

• Question 137:

  Which of the following statements is CORRECT?

  1.

  The only phase of the Service Management Lifecycle where value can be measured is Service Operation

  2.

  All of the phases of the lifecycle are concerned with the value of IT services

  A. Both of the above

  B. Neither of the above

  C. 2 only

  D. 1 only

  Correct Answer: C

• Question 138:

  Application Management plays a role in all applications. One of the key decisions to which they contribute is?

  A. Whether to buy an application or build it

  B. Should application development be outsourced

  C. Who the vendor of the storage devices will be

  D. Where the vendor of an application is located

  Correct Answer: A

• Question 139:

  Which of the following is concerned with fairness and transparency?

  A. Capacity management

  B. Governance

  C. Service design

  D. Service level management

  Correct Answer: B

• Question 140:

  Service Acceptance criteria are used to?

  A. Ensure the design stage of the Lifecycle

  B. Ensure Portfolio Management is in place

  C. Ensure delivery and support of a service

  D. Ensure service Key Performance Indicators (KPIs) are reported

  Correct Answer: C