ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 151:

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

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

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

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

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

  Correct Answer: D

• Question 152:

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

  A. The Service Desk Manager

  B. The Service Manager

  C. The Request Fulfillment Process Manager

  D. The Request Fulfillment Process Owner

  Correct Answer: D

• Question 153:

  Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

  A. Services and Infrastructure

  B. Applications and Infrastructure

  C. Resources and Capabilities

  D. Utility and Warranty

  Correct Answer: C

• Question 154:

  To add value to the business, what are the four reasons to monitor and measure?

  A. Evaluate; Diagnose; Justify; Intervene

  B. Validate; Direct; Justify; Improve

  C. Validate; Direct; Justify; Intervene

  D. Evaluate; Direct; Justify; Improve

  Correct Answer: C

• Question 155:

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

  A. Data

  B. Wisdom

  C. Information

  D. Knowledge

  Correct Answer: B

• Question 156:

  The MAIN purpose of the Service Portfolio is to describe services in terms of?

  A. Business Value

  B. Functionality

  C. IT Assets

  D. Service Level Requirements

  Correct Answer: A

• Question 157:

  Which of the following is NOT an objective of problem management?

  A. Minimizing the impact of incidents that cannot be prevented

  B. Preventing problems and resulting incidents from happening

  C. Eliminating recurring incidents

  D. Restoring normal service operation as quickly as possible

  Correct Answer: D

• Question 158:

  Which of these is NOT a responsibility of Application Management?

  A. Ensuring that the correct skills are available to manage the infrastructure

  B. Providing guidance to IT Operations about how best to manage the application

  C. Deciding whether to buy or build an application

  D. Assisting in the design of the application

  Correct Answer: A

• Question 159:

  One of the five major aspects of Service Design is the design of the service solutions. It includes?

  A. Requirements, resources and capabilities needed and agreed

  B. Only requirements needed and agreed

  C. Only capabilities needed and agreed

  D. Only resources and capabilities needed

  Correct Answer: A

• Question 160:

  The BEST description of the purpose of Service Operation is?

  A. To decide how IT will engage with suppliers during the Service Management Lifecycle

  B. To proactively prevent all outages to IT Services

  C. To deliver and support IT Services at agreed levels to business users and customers

  D. To design and build processes that will meet business needs

  Correct Answer: C