ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 291:

  Which one of the following activities would be performed by access management?

  A. Providing physical security for staff at data centers and other buildings

  B. Managing access to computer rooms and other secure locations

  C. Managing access to the service desk

  D. Managing the rights to use a service or group of services

  Correct Answer: D

• Question 292:

  In which of the following areas would ITIL complementary guidance provide assistance?

  1.

  Adapting best practice for specific industry sectors

  2.

  Integrating ITIL with other operating models

  A. Both of the above

  B. Neither of the above

  C. Option 1 only

  D. Option 2 only

  Correct Answer: A

• Question 293:

  Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

  A. To decide how IT will engage with suppliers during the service lifecycle

  B. To proactively prevent all outages to IT services

  C. To design and build processes which will meet business needs

  D. To deliver and manage IT services at agreed levels to business users and customers

  Correct Answer: D

• Question 294:

  Which one of the following is NOT an objective of problem management?

  A. Minimizing the impact of incidents that cannot be prevented

  B. Preventing problems and resulting incidents from happening

  C. Eliminating recurring incidents

  D. Restoring normal service operation as quickly as possible

  Correct Answer: D

• Question 295:

  Which one of the following would NOT involve event management?

  A. Intrusion detection

  B. Recording and monitoring environmental conditions in the data centre

  C. Recording service desk staff absence

  D. Monitoring the status of configuration items

  Correct Answer: C

• Question 296:

  The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

  A. Customer level

  B. Service level

  C. Corporate level

  D. Configuration level

  Correct Answer: D

• Question 297:

  Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

  A. Service design

  B. Service transition

  C. Continual service improvement

  D. Service operation

  Correct Answer: A

• Question 298:

  Which areas of service management can benefit from automation?

  1.

  Design and modeling

  2.

  Reporting

  3.

  Pattern recognition and analysis

  4.

  Detection and monitoring

  A. 1, 2 and 3 only

  B. 1, 3 and 4 only

  C. 2, 3 and 4 only

  D. All of the above

  Correct Answer: D

• Question 299:

  Which one of the following is the BEST definition of reliability?

  A. The availability of a service or component

  B. The level of risk that affects a service or process

  C. How long a service or configuration item (CI) can perform its function without failing

  D. How quickly a service or component can be restored to normal working order

  Correct Answer: C

• Question 300:

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

  A. The part of a contract that specifies the responsibilities of each party

  B. An agreement between the service provider and an internal organization

  C. An agreement between a service provider and an external supplier

  D. An agreement between the service provider and their customer

  Correct Answer: D