ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 321:

  Which one of the following is an objective of service catalogue management?

  A. Negotiating and agreeing service level agreement

  B. Negotiating and agreeing operational level agreements

  C. Ensuring that the service catalogue is made available to those approved to access it

  D. Only ensuring that adequate technical resources are available

  Correct Answer: C

• Question 322:

  Which of the following BEST describes a problem?

  A. An issue reported by a user

  B. The cause of two or more incidents

  C. A serious incident which has a critical impact to the business

  D. The cause of one or more incidents

  Correct Answer: D

• Question 323:

  Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

  A. Internal

  B. External

  C. Service desk

  D. Shared services unit

  Correct Answer: C

• Question 324:

  Which of the following areas would technology help to support during the service lifecycle?

  1.

  Data mining and workflow

  2.

  Measurement and reporting

  3.

  Release and deployment

  4.

  Process design

  A. 2, 3 and 4 only

  B. 1, 3 and 4 only

  C. 1, 2 and 3 only

  D. All of the above

  Correct Answer: D

• Question 325:

  Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

  A. Implementing service and process improvements

  B. Reviewing measurements and metrics

  C. Creating a baseline

  D. Defining measurable targets

  Correct Answer: D

• Question 326:

  Which one of the following is NOT a valid purpose or objective of problem management?

  A. To prevent problems and resultant incidents

  B. To manage problems throughout their lifecycle

  C. To restore service to a user

  D. To eliminate recurring incidents

  Correct Answer: C

• Question 327:

  Which statement about the emergency change advisory board (ECAB) is CORRECT?

  A. The ECAB considers every high priority request for change (RFC)

  B. Amongst the duties of the ECAB is the review of completed emergency changes

  C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

  D. The ECAB will be chaired by the IT Director

  Correct Answer: C

• Question 328:

  What guidance does ITIL give on the frequency of production of service reporting?

  A. Service reporting intervals must be defined and agreed with the customers

  B. Reporting intervals should be set by the service provider

  C. Reports should be produced weekly

  D. Service reporting intervals must be the same for all services

  Correct Answer: A

• Question 329:

  Which process is responsible for sourcing and delivering components of requested standard services?

  A. Request fulfilment

  B. Service portfolio management

  C. Service desk

  D. IT finance

  Correct Answer: A

• Question 330:

  Which one of the following is the purpose of service level management?

  A. To carry out the service operations activities needed to support current IT services

  B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

  C. To create and populate a service catalogue

  D. To ensure that an agreed level of IT service is provided for all current IT services

  Correct Answer: D