ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 11:

  Which core publication will you find detailed descriptions of service catalog management, information security and support management?

  A. Service strategy

  B. Service design

  C. Service transition

  D. Service operation

  Correct Answer: B

• Question 12:

  The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

  A. The utility of a service

  B. The warranty of a service

  C. The economic value of a service

  D. Return on investment

  Correct Answer: A

• Question 13:

  Which of the following is an example of capabilities?

  A. Menu driven range of facilities used to access service requests

  B. Calls to the service desk to register standard changes

  C. A software update downloaded automatically to all laptops in an organization

  D. Software to allow programmers to debug code

  Correct Answer: B

• Question 14:

  Which of the following are benefits to the business of implementing Service Transition?

  1.

  Ability to adapt quickly to new requirements

  2.

  Reduced cost to design new services

  3.

  Improved success in implementing changes

  A. 1 and 2 only

  B. 2 and 3 only

  C. 1 and 3 only

  D. None of the above

  Correct Answer: C

• Question 15:

  Which of the following is the BEST description of a Business Case?

  A. A decision support and planning tool that projects the likely consequences of a business action

  B. A portable device designed for the secure storage and transportation of important documents

  C. A complaint by the business about a missed service level.

  D. The terms and conditions in an IT outsource contract.

  Correct Answer: A

• Question 16:

  In the phrase "People, Processes, Products and Partners". Products refers to:

  A. IT Infrastructure and Applications

  B. Services, technology and tools

  C. Goods provided by third parties to support the IT Services

  D. All assets belonging to the Service Provider

  Correct Answer: B

• Question 17:

  Who owns the specific costs and risks associated with providing a service?

  A. The Service Provider

  B. The Service Level Manager

  C. The Customer

  D. The Finance department

  Correct Answer: A

• Question 18:

  Which of the following would commonly be in a contract underpinning an IT service? 1) Marketing information 2) Contract description and scope 3) Responsibilities and dependencies

  A. 1 and 2 only

  B. 1 and 3 only

  C. 2 and 3 only

  D. None of the above

  Correct Answer: C

• Question 19:

  Which is the BEST definition of a Configuration Item (CI)?

  A. An item of hardware or software registered in the asset database

  B. A collection of information used to describe a hardware or software item

  C. An asset, service component or other item that is, or will be, under the control of Configuration Management

  D. Information recorded by the Service Desk when an Incident is reported

  Correct Answer: C

• Question 20:

  Order the following continual service improvement (CSI) implementation steps into the correct sequence in

  alignment with the plan, Do, Check, Act (PDCA) model.

  1) Allocate roles and responsibilities to work on CSI initiatives.

  2) Measure and review that the CSI plan is executed and its objectives are being achieved.

  3) Identify the scope, objectives and requirements for CSI.

  4) Decision on implementation of further enhancement.

  A. 3-1-2-4

  B. 3-4-2-1

  C. 1-3-2-4

  D. 2-3-4-1

  Correct Answer: A