ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 241:

  Which of the following is the BEST description of a service-based service level agreement (SLA)?

  A. The SLA covers one service, for all the customers of that service

  B. The SLA covers an individual customer group for all services they use

  C. An SLA that covers all customers for all services

  D. An SLA for a service with no customers

  Correct Answer: A

• Question 242:

  Which types of communication would the functions within service operation use?

  1.

  Communication between data centre shifts

  2.

  Communication related to changes

  3.

  Performance reporting

  4.

  Routine operational communication

  A. 1 only

  B. 2 and 3 only

  C. 1, 2 and 4 only

  D. All of the above

  Correct Answer: D

• Question 243:

  Which of the following is NOT an example of Self-Help capabilities?

  A. Requirement to always call the service desk for service requests

  B. Menu-driven range of self help and service requests

  C. Web front-end

  D. A direct interface into the back end process handling software

  Correct Answer: A

• Question 244:

  Which Functions are included in IT operations management?

  A. Network management and application management

  B. Technical management and change management

  C. IT operations control and facilities management

  D. Facilities management and release management

  Correct Answer: C

• Question 245:

  Which of the following are sources of best practice?

  1.

  Academic research

  2.

  Internal experience

  3.

  Industry practices

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: A

• Question 246:

  Which one of the following is an objective of release and deployment management?

  A. To standardize methods and procedures used for efficient and prompt handling of all changes

  B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

  C. To ensure that the overall business risk of change is optimized

  D. To define and agree release and deployment plans with customers and stakeholders

  Correct Answer: D

• Question 247:

  Which processes are responsible for the regular review of underpinning contracts?

  A. Supplier management and service level management

  B. Supplier management and change management

  C. Availability management and service level management

  D. Supplier management and availability management

  Correct Answer: A

• Question 248:

  Which of the following BEST describes technical management?

  A. A function responsibilities for facilities management and building control systems

  B. A function that provides hardware repair services for technology involved in the delivery of service to customers

  C. Senior managers responsibilities for all staff within the technical support function

  D. A function that includes providing technical expertise and overall management of the IT infrastructure

  Correct Answer: D

• Question 249:

  Which one of the following is the BEST description of a major incident?

  A. An incident which is so complex that it requires root cause analysis before a workaround can be found

  B. An incident which requires a large number of people to resolve

  C. An incident logged by a senior manager

  D. An incident which has a high priority or a high impact on the business

  Correct Answer: D

• Question 250:

  Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

  A. To ensure that a service managed and operated accordance with constraints specified during design

  B. To design and develop capabilities for service management

  C. To provide good-quality knowledge and information about services

  D. To plan the resources required to manage a release

  Correct Answer: B