ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 271:

  Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

  A. Service level management

  B. Change management

  C. Incident management

  D. Service asset and configuration management

  Correct Answer: D

• Question 272:

  Which of the following provide value to the business from service strategy?

  1.

  Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

  2.

  Enabling the service provider to respond quickly and effectively to changes in the business environment

  3.

  Support the creation of a portfolio of quantified services

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: A

• Question 273:

  Which one of the following is the BEST definition of an event?

  A. Any change of state that has significance for the management of a configuration item (CI) or IT service

  B. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  C. The unknown cause of one or more incidents that have an impact on an IT service

  D. Reducing or eliminating the cause of an incident or problem

  Correct Answer: A

• Question 274:

  Which of the following availability management activities is/are considered to be proactive as opposed to reactive?

  1.

  Monitoring system availability

  2.

  Designing availability into a proposed solution

  A. None of the above

  B. Both of the above

  C. 1 only

  D. 2 only

  Correct Answer: D

• Question 275:

  What is the primary focus of the business 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 276:

  A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

  A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so

  B. No: the Known Error should be created before the problem is logged

  C. No: a known error record is created when the original incident is raised

  D. No: a known error record should be created with the next release of the service

  Correct Answer: A

• Question 277:

  In which of the following should details of a workaround be documented?

  A. The service level agreement (SLA)

  B. The problem record

  C. The availability management information system

  D. The IT service plan

  Correct Answer: B

• Question 278:

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

  A. An agreement with an individual customer group, covering all the services that they use

  B. An agreement that covers one service for a single customer

  C. An agreement that covers service specific issues in a multi-level SLA structure

  D. An agreement that covers one service for all customers of that service

  Correct Answer: D

• Question 279:

  What is the PRIMARY process for strategic communication with the service provider's customers?

  A. Service catalogue management

  B. Service portfolio management

  C. Service desk

  D. Business relationship management

  Correct Answer: D

• Question 280:

  Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?

  1.

  Providing an understanding of what strategy is

  2.

  Ensuring a working relationship between the customer and service provider

  3.

  Defining how value is created

  A. 1 only

  B. 2 only

  C. 3 only

  D. All of the above

  Correct Answer: D