ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 171:

  Which of the following would NOT be a task carried out by the Request Fulfillment process?

  A. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)

  B. Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists

  C. Provision of information used to compare actual performance against design standards

  D. Provision of information to users and customers about the availability of services and the procedure for obtaining them

  Correct Answer: C

• Question 172:

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

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

  D. A process may define policies, standards and guidelines

  Correct Answer: B

• Question 173:

  Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

  A. Business Objectives, IT Objectives, Process Metrics

  B. Process Models, Goals and Objectives

  C. Vision and Strategy, Tactical Goals and Operational Goals

  D. Business and IT Strategy and Process Definitions

  Correct Answer: C

• Question 174:

  Which is the correct combination of Service Management terms across the Lifecycle?

  

  A. 1A, 2B, 3C, 4D

  B. 1C, 2D, 3A, 4B

  C. 1C, 2B, 3A, 4D

  D. 1B, 2C, 3D, 4A

  Correct Answer: C

• Question 175:

  Which of the following are responsibilities of a Service Level Manager?

  1.

  Agreeing targets in Service Level Agreements

  2.

  Designing the service so it can meet the targets

  3.

  Ensuring all needed contracts and agreements are in place

  A. 1 and 3 only

  B. All of the above

  C. 2 and 3 only

  D. 1 and 2 only

  Correct Answer: A

• Question 176:

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

  A. Validate; Direct; Justify; Improve

  B. Evaluate; Diagnose; Justify; Intervene

  C. Validate; Direct; Justify; Intervene

  D. Evaluate; Direct; Justify; Improve

  Correct Answer: C

• Question 177:

  A plan for managing the end of a supplier contract should be created when?

  A. The contract is being negotiated

  B. The contract is about to be ended

  C. The Supplier Manager decides that there is a risk the contract might need to end soon

  D. The contract has been agreed

  Correct Answer: A

• Question 178:

  Which of these statements about Service Desk staff is CORRECT?

  A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

  B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

  C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

  D. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

  Correct Answer: C

• Question 179:

  What is the definition of an Alert?

  A. A type of Incident

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

  C. An error message to the user of an application

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

  Correct Answer: B

• Question 180:

  How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

  A. Each stage should be carried out once in the order Plan-Do-Check-Act

  B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

  C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement

  D. The entire cycle should be repeated multiple times to implement Continual Improvement

  Correct Answer: D