ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 161:

  Which of the following is NOT an aim of the Change Management process?

  A. Overall business risk is optimized

  B. Standardized methods and procedures are used for efficient and prompt handling of all Changes

  C. All budgets and expenditures are accounted for

  D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

  Correct Answer: C

• Question 162:

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

  A. Incident Management

  B. Request Fulfillment

  C. Release and Deployment Management

  D. Access management

  Correct Answer: B

• Question 163:

  Which is the first step in the 7 Step Improvement Process?

  A. Prepare for action

  B. Define what you should measure

  C. Identify gaps in Service Level Agreement (SLA) achievement

  D. Where are we now?

  Correct Answer: B

• Question 164:

  Major Incidents require:

  A. Less documentation

  B. Longer timescales

  C. Less urgency

  D. Separate procedures

  Correct Answer: D

• Question 165:

  In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

  A. Only manage Incidents effectively through 1st and 2nd line

  B. Only manage Incidents effectively through the 1st line

  C. Only manage Incidents effectively at the 3rd line

  D. Manage Incidents effectively through 1st, 2nd and 3rd line

  Correct Answer: D

• Question 166:

  Which of the following combinations covers all the roles in Service Asset and Configuration Management?

  A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

  B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

  C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

  D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

  Correct Answer: B

• Question 167:

  Which of the following sentences BEST describes a Standard Change?

  A. A change to the service provider's established policies and guidelines

  B. A pre-authorized change that has an accepted and established procedure

  C. A change that is made as the result of an audit

  D. A change that correctly follows the required change process

  Correct Answer: B

• Question 168:

  Which of the following is NOT the responsibility of Service Catalogue Management?

  A. Ensuring that all operational services are recorded in the Service Catalogue

  B. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio

  C. Ensuring that information in the Service Catalogue is accurate

  D. Ensuring that information within the Service Pipeline is accurate

  Correct Answer: D

• Question 169:

  The group that authorizes changes that must be installed faster than the normal process is called the?

  A. Emergency CAB (ECAB)

  B. Urgent Change Authority (UCA)

  C. Urgent Change Board (UCB)

  D. CAB Emergency Committee (CAB/EC)

  Correct Answer: A

• Question 170:

  A Service Level Agreement is?

  A. The part of a contract that specifies responsibilities of each party

  B. An agreement between the Service Provider and their customer

  C. An agreement between a Service Provider and an external supplier

  D. An agreement between the Service Provider and an internal organization

  Correct Answer: B