ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 191:

  Which of the following identifies the purpose of design coordination?

  A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle

  B. Ensuring all service designs have availability designed into them

  C. Designing of all the links between every service design process and all other processes in the service lifecycle

  D. Control of all supplier relationships from design right through to the production environment

  Correct Answer: A

• Question 192:

  Which two elements of financial management for IT services are mandatory?

  A. Budgeting and charging

  B. Accounting and charging

  C. Budgeting and accounting

  D. Costing and charging

  Correct Answer: C

• Question 193:

  Which of the following processes are performed by the service desk?

  1.

  Capacity management

  2.

  Request fulfillment

  3.

  Demand management

  4.

  Incident management

  A. All of the above

  B. 3 and 4 only

  C. 2 and 4 only

  D. 2 only

  Correct Answer: C

• Question 194:

  Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

  A. Where are we now?

  B. Where do we want to be?

  C. How do we get there?

  D. Did we get there?

  Correct Answer: B

• Question 195:

  Which of the following is NOT an objective of request fulfillment?

  A. To provide information to users about what services are available and how to request them

  B. To update the service catalogue with services that may be requested through the service desk

  C. To provide a channel for users to request and receive standard services

  D. To source and deliver the components of standard services that have been requested

  Correct Answer: B

• Question 196:

  Which reason describes why ITIL is so successful?

  A. The five ITIL volumes are concise

  B. It is not tied to any particular vendor platform

  C. It tells service providers exactly how to be successful

  D. It is designed to be used to manage projects

  Correct Answer: B

• Question 197:

  Which of the following are benefits to the business of implementing service transition?

  1.

  Better reuse and sharing of assets across projects and resources

  2.

  Reduced cost to design new services

  3.

  Result in higher volume of successful 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 198:

  Which of the following statements correctly states the relationship between urgency, priority and impact?

  A. Impact, priority and urgency are independent of each other

  B. Urgency should be based on impact and priority

  C. Impact should be based on urgency and priority

  D. Priority should be based on impact and urgency

  Correct Answer: D

• Question 199:

  Which process would you MOST expect to be involved in the management of underpinning contracts?

  A. Change management

  B. Service catalogue management

  C. Supplier management

  D. Release and deployment management

  Correct Answer: C

• Question 200:

  Which of the following statements about processes is INCORRECT?

  A. They are units of organizations

  B. They are measurable

  C. They deliver specific results

  D. They respond to specific events

  Correct Answer: A