ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 201:

  What is a service delivered between two business units in the same organization known as?

  A. Strategic service

  B. Delivered service

  C. Internal service

  D. External service

  Correct Answer: C

• Question 202:

  Which of the following statements is CORRECT for every process?

  1.

  It delivers its primary results to a customer or stakeholder

  2.

  It defines activities that are executed by a single function

  A. Both of the above

  B. 1 only

  C. Neither of the above

  D. 2 only

  Correct Answer: B

• Question 203:

  Which of the following would NOT be contained in a release policy?

  A. Naming and numbering conventions

  B. Entry and exit criteria of the release into testing

  C. Roles and responsibilities for the release

  D. The risk register for the release

  Correct Answer: D

• Question 204:

  Which of the following can include steps that will help to resolve an incident?

  1.

  Incident model

  2.

  Known error record

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: C

• Question 205:

  Where would all the possible service improvement opportunities be recorded?

  A. CSI register

  B. Known error database

  C. Capacity management information system

  D. Configuration management database

  Correct Answer: A

• Question 206:

  Which of the following is the BEST description of a centralized service desk?

  A. The desk is co-located within or physically close to the user community it serves

  B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

  C. The desk provides 24 hour global support

  D. There is a single desk in one location serving the whole organization

  Correct Answer: D

• Question 207:

  Which of the following are types of service defined in ITIL?

  1.

  Core

  2.

  Enabling

  3.

  Special

  A. 1 and 3only

  B. All of the above

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: C

• Question 208:

  Which of the following would be most useful in helping to implement a workaround as quickly as possible?

  A. A capacity database

  B. A definitive media library

  C. A request for change

  D. A known error database

  Correct Answer: D

• Question 209:

  Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

  A. Service transition planning and support

  B. Design coordination

  C. Service level management

  D. Change management

  Correct Answer: B

• Question 210:

  From the perspective of the service provider, who is the person or group that agrees their service targets?

  A. The user

  B. The customer

  C. The supplier

  D. The administrator

  Correct Answer: B