ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 211:

  Which of the following should be done when closing an incident?

  1.

  Check the incident categorization and correct it if necessary

  2.

  Check that the user is satisfied with the outcome

  A. 1 only

  B. Both of the above

  C. 2 only

  D. Neither of the above

  Correct Answer: B

• Question 212:

  Which of the following activities would be performed by a process manager?

  1.

  Monitoring and reporting on process performance

  2.

  Identifying improvement opportunities

  3.

  Appointing people to required roles

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: A

• Question 213:

  What is the primary focus of business capacity management?

  A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

  B. Review of all capacity supplier agreements and underpinning contracts with supplier management

  C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

  D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

  Correct Answer: D

• Question 214:

  What are the three service provider business models?

  A. Internal service provider, outsourced 3rd party and off-shore party

  B. Internal service operations provider, external service operations provider, shared service unit

  C. Internal service provider, external service provider, outsourced 3rd party

  D. Internal service provider, external service provider, shared service unit

  Correct Answer: D

• Question 215:

  Which stage of the change management process deals with what should be done if the change is unsuccessful?

  A. Remediation planning

  B. Categorization

  C. Prioritization

  D. Review and close

  Correct Answer: A

• Question 216:

  Which of the following statement about the service owner is INCORRECT?

  A. Carries out the day-to-day monitoring and operation of the service they own

  B. Contributes to continual improvement affecting the service they own

  C. Is a stakeholder in all of the IT processes which support the service they own

  D. Is accountable for a specific service within an organization

  Correct Answer: A

• Question 217:

  Which of the following identifies the purpose of service transition planning and support?

  A. Provide overall planning for service transitions and co-ordinate the resources they require

  B. Ensure that all service transitions are properly authorized

  C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

  D. To define testing scripts to ensure service transitions are unlikely to ever fail

  Correct Answer: A

• Question 218:

  Which of the following are within the scope of service asset and configuration management?

  1.

  Identification of configuration items (CIs)

  2.

  Recording relationships between CIs

  3.

  Recording and control of virtual CIs

  4.

  Approving finance for the purchase of software to support service asset and configuration management

  A. 1, 2 and 3 only

  B. All of the above

  C. 1, 2 and 4 only

  D. 3 and 4 only

  Correct Answer: A

• Question 219:

  Which of the following is MOST concerned with the design of new or changed services?

  A. Change management

  B. Service transition

  C. Service strategy

  D. Service design

  Correct Answer: D

• Question 220:

  What type of record should you raise when a problem diagnosis is complete and a workaround is available?

  A. A service object

  B. An incident

  C. A change

  D. A known error

  Correct Answer: D