ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 181:

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

  A. Where are we now?

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

  C. Prepare for action

  D. Define what you should measure

  Correct Answer: D

• Question 182:

  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 tominimize the cost of training them

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

  C. 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

  D. 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

  Correct Answer: B

• Question 183:

  Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

  A. Extreme focus on cost

  B. Extreme focus on responsiveness

  C. Vendor focused

  D. Extreme internal focus

  Correct Answer: D

• Question 184:

  Which of the following models would be MOST useful in helping to define an organizational structure?

  A. RACI model

  B. Service Model

  C. Continual Service improvement (CSI) model.

  D. The Deming Cycle

  Correct Answer: A

• Question 185:

  Which of the following is NOT a benefit of using public frameworks and standards?

  A. Knowledge of public frameworks is more likely to be widely distributed

  B. They are always free ensuring they can be implemented quickly

  C. They are validated across a wide range of environments making them more robust

  D. They make collaboration between organizations easier by giving a common language

  Correct Answer: B

• Question 186:

  What are the categories of events described in the ITIL service operation book?

  A. Informational, scheduled, normal

  B. Scheduled, unscheduled, emergency

  C. Informational, warning, exception

  D. Warning, reactive, proactive

  Correct Answer: C

• Question 187:

  Which process would maintain policies, standards and models for service transition activities and processes?

  A. Change management

  B. Capacity management

  C. Service transition planning and support

  D. Release management

  Correct Answer: C

• Question 188:

  Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

  A. Service operation

  B. Service transition

  C. Continual service improvement

  D. Service strategy

  Correct Answer: C

• Question 189:

  Which of the following items would commonly be on the agenda for a change advisory board (CAB)?

  1.

  Details of failed changes

  2.

  Updates to the change schedule

  3.

  Reviews of completed changes

  A. All of the above

  B. 1 and 2only

  C. 2 and 3 only

  D. 1 and 3 only

  Correct Answer: A

• Question 190:

  Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

  A. Availability management

  B. Capacity management

  C. Business relationship management

  D. Service catalogue management

  Correct Answer: C