ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 341:

  Which of the following is NOT one of the five individual aspects of service design?

  A. The design of the service portfolio, including the service catalogue

  B. The design of new or changed services

  C. The design of market spaces

  D. The design of the technology architectures

  Correct Answer: C

• Question 342:

  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 customer's successful

  2.

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

  3.

  Reduction in the duration and frequency of service outages

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: C

• Question 343:

  What is a RACI model used for?

  A. Performance analysis

  B. Recording configuration items

  C. Monitoring services

  D. Defining roles and responsibilities

  Correct Answer: D

• Question 344:

  Where would you expect incident resolution targets to be documented?

  A. A service level agreement (SLA)

  B. A request for change (RFC)

  C. The service portfolio

  D. A service description

  Correct Answer: A

• Question 345:

  Which one of the following statements about incident reporting and logging is CORRECT?

  A. Incidents can only be reported by users

  B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

  C. All calls to the service desk must be logged as incidents

  D. Incidents reported by technical staff must also be logged as problems

  Correct Answer: B

• Question 346:

  In which document would you expect to see an overview of actual service achievements against targets?

  A. Operational level agreement (OLA)

  B. Capacity plan

  C. Service level agreement (SLA)

  D. SLA monitoring chart (SLAM)

  Correct Answer: D

• Question 347:

  What are the categories of event described in the ITIL service operation book?

  A. Informational, scheduled, normal

  B. Scheduled, unscheduled, emergency

  C. Informational, warning, exception

  D. Warning, reactive, proactive

  Correct Answer: C

• Question 348:

  Which one of the following is the BEST definition of the term service management?

  A. A set of specialized organizational capabilities for providing value to customers in the form of services

  B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

  C. The management of functions within an organization to perform certain activities

  D. Units of organizations with roles to perform certain activities

  Correct Answer: A

• Question 349:

  A process owner is responsible for which of the following?

  1.

  Defining the process strategy

  2.

  Assisting with process design

  3.

  Improving the process

  4.

  Performing all activities involved in a process

  A. 2, 3 and 4 only

  B. All of the above

  C. 1, 2 and 3 only

  D. 1, 2 and 4 only

  Correct Answer: C

• Question 350:

  How many people should be accountable for a process as defined in the RACI model?

  A. As many as necessary to complete the activity

  B. Only one - the process owner

  C. Two - the process owner and the process enactor

  D. Only one - the process architect

  Correct Answer: B