ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 281:

  Which one of the following are the two primary elements that create value for customers?

  A. Value on investment (VOI) and return on investment (ROI)

  B. Customer and user satisfaction

  C. Service requirements and warranty

  D. Resources and capabilities

  Correct Answer: D

• Question 282:

  Which of the following is the BEST reason for categorizing incidents?

  A. To establish trends for use in problem management and other IT service management (ITSM) activities

  B. To ensure service levels are met and breaches of agreements are avoided

  C. To enable the incident management database to be partitioned for greater efficiency

  D. To identify whether the user is entitled to log an incident for this particular service

  Correct Answer: A

• Question 283:

  What are customers of IT services who work in the same organization as the service provider known as?

  A. Strategic customers

  B. External customers

  C. Valued customers

  D. Internal customers

  Correct Answer: D

• Question 284:

  Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business- related service levels?

  A. Change management

  B. IT service continuity management

  C. Financial management for IT services

  D. Service catalog management

  Correct Answer: B

• Question 285:

  In terms of adding value to the business, which one of the following describes service operation s contribution?

  A. The cost of the service is designed, predicted and validated

  B. Measures for optimization are identified

  C. Service value is modeled

  D. Service value is visible to customers

  Correct Answer: D

• Question 286:

  Which of the following statements about service asset and configuration management is/are CORRECT?

  1.

  A configuration item (CI) can exits as part of any numbers other CIs at the same time

  2.

  Choosing which CIs to record will depend on the level of control an organization wishes to exert.

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: C

• Question 287:

  Access management is closely related to which other process?

  A. Capacity management only

  B. 3rd line support

  C. Information security management

  D. Change management

  Correct Answer: C

• Question 288:

  Which one of the following is NOT the responsibility of service catalogue management?

  A. Ensuring that information in the service catalogue is accurate

  B. Ensuring that service level agreements are maintained

  C. Ensuring that information in the service catalogue is consistent with information in the service portfolio

  D. Ensuring that all operational services are recorded in the service catalogue

  Correct Answer: B

• Question 289:

  Which one of the following is it the responsibility of supplier management to negotiate and agree?

  A. Service level agreements (SLAs)

  B. Third-party contracts

  C. The service portfolio

  D. Operational level agreements (OLAs)

  Correct Answer: B

• Question 290:

  Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

  A. People, process, partners, performance

  B. Performance, process, products, problems

  C. People, process, products, partners

  D. People, products, perspective, partners

  Correct Answer: C