ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 141:

  The difference between service metrics and technology metrics is BEST described as?

  A. Service metrics measure the end to end service; Technology metrics measure individual components

  B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

  C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

  D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

  Correct Answer: A

• Question 142:

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

  A. Data

  B. Knowledge

  C. Wisdom

  D. Information

  Correct Answer: C

• Question 143:

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

  A. Service Solution

  B. Customer / Business Needs

  C. Service Release

  D. Service Requirements

  Correct Answer: B

• Question 144:

  Which of the following are Service Desk organizational structures?

  1.

  Local Service Desk

  2.

  Virtual Service Desk

  3.

  IT Help Desk

  4.

  Follow the Sun

  A. 2, 3 and 4 only

  B. 1, 2 and 4 only

  C. 1, 2 and 3 only

  D. 1, 3 and 4 only

  Correct Answer: B

• Question 145:

  Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

  A. Service Strategy

  B. Service Design

  C. Service Operation

  D. Service Transition

  Correct Answer: C

• Question 146:

  Which process would you MOST expect to be involved in the management of Underpinning Contracts?

  A. IT Designer/Architect

  B. Process Manager

  C. Service Catalogue Manager

  D. Supplier Manager

  Correct Answer: D

• Question 147:

  Which of the following is the BEST definition of an Incident?

  A. A warning that a threshold has been reached, something has changed, or a failure has occurred

  B. An unplanned interruption to an IT service or reduction in the quality of an IT service

  C. A change of state which has significance for the management of a Configuration Item or IT Service

  D. Loss of ability to operate to specification, or to deliver the required output

  Correct Answer: B

• Question 148:

  Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

  A. The Request Fulfillment Process Manager

  B. The Request Fulfillment Process Owner

  C. The Service Manager

  D. The Service Desk Manager

  Correct Answer: B

• Question 149:

  Which of the following statements about processes is INCORRECT?

  A. The output from a process has to conform to operational norms derived from business objectives

  B. The objective of any IT process should be expressed in terms of business benefits and goals

  C. A process may define policies, standards and guidelines

  D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

  Correct Answer: D

• Question 150:

  Which process is responsible for frequently occurring changes where risk and cost are low?

  A. Access management

  B. Request Fulfillment

  C. Release and Deployment Management

  D. Incident Management

  Correct Answer: B