ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 311:

  Which one of the following activities does application management perform?

  A. Defining where the vendor of an application should be located

  B. Ensuring that the required functionality is available to achieve the required business outcome

  C. Deciding who the vendor of the storage devices will be

  D. Agreeing the service levels for the service supported by the application

  Correct Answer: B

• Question 312:

  Which of the following is the best definition of IT service management?

  A. An internal service provider that is embedded within a business unit

  B. A complete set of all the documentation required to deliver world class services to customers

  C. Technical implementation of supporting IT infrastructure components

  D. The implementation and management of quality IT services that meet business needs

  Correct Answer: D

• Question 313:

  Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

  A. Profit

  B. Preparation

  C. Products

  D. Potential

  Correct Answer: C

• Question 314:

  Which one of the following is concerned with policy and direction?

  A. Capacity management

  B. Governance

  C. Service design

  D. Service level management

  Correct Answer: B

• Question 315:

  Which of the following are classed as stakeholders in service management?

  1.

  Customers

  2.

  Users

  3.

  Suppliers

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: A

• Question 316:

  Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

  A. Service Strategy

  B. Continual Service Improvement

  C. Service Operation

  D. Service Design

  Correct Answer: B

• Question 317:

  Which process would ensure that utility and warranty requirements are properly addressed in service designs?

  A. Availability management

  B. Capacity management

  C. Design coordination

  D. Release management

  Correct Answer: C

• Question 318:

  Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

  A. Event management, incident management, problem management, request fulfilment, and access management

  B. Event management, incident management, change management, and access management

  C. Incident management, problem management, service desk, request fulfilment, and event management

  D. Incident management, service desk, request fulfilment, access management, and event management

  Correct Answer: A

• Question 319:

  What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

  A. Return on investment (ROI), value on investment (VOI), quality

  B. Strategic, tactical and operational

  C. Critical success factors (CSFs), key performance indicators (KPIs), activities

  D. Technology, process and service

  Correct Answer: D

• Question 320:

  The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

  A. Training in risk management for all staff and identification of risks

  B. Identification of risk, analysis and management of the exposure to risk

  C. Control of exposure to risk and investment of capital

  D. Training of all staff and investment of capital

  Correct Answer: B