ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 361:

  Which of the following identify the purpose of business relationship management?

  1.

  To establish and maintain a business relationship between service provider and customer

  2.

  To identify customer needs and ensure that the service provider is able to meet

  A. Both of the above

  B. 1 only

  C. 2 only

  D. Neither of the above

  Correct Answer: A

• Question 362:

  Which of the following is the correct definition of an outcome?

  A. The results specific to the clauses in a service level agreement (SLA)

  B. The result of carrying out an activity, following a process or delivering an IT service

  C. All the accumulated knowledge of the service provider

  D. All incidents reported to the service desk

  Correct Answer: B

• Question 363:

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

  A. To prevent problems and their 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 364:

  What are underpinning contracts used to document?

  A. The provision of IT services or business services by a service provider

  B. The provision of goods and services by third party suppliers

  C. Service levels that have been agreed between the internal service provider and their customer

  D. Metrics and critical success factors (CSFs) for internal support teams

  Correct Answer: B

• Question 365:

  What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

  A. Employers

  B. Stakeholders

  C. Regulators

  D. Accreditors

  Correct Answer: B

• Question 366:

  Which of the following is an objective of business relationship management?

  A. To identify patterns of business activity

  B. To ensure high levels of customer satisfaction

  C. To secure funding to manage the provision of services

  D. To ensure strategic plans for IT services exist

  Correct Answer: B

• Question 367:

  Why is it important for service providers to understand patterns of business activity (PBA)?

  A. PBA are based on organizational roles and responsibilities

  B. IT service providers CANNOT schedule changes until they understand PBA

  C. Demand for the services delivered by service providers are directly influenced by PBA

  D. Understanding PBA is the only way to enable accurate service level reporting

  Correct Answer: C

• Question 368:

  Availability management is directly responsible for the availability of which of the following?

  A. IT services and components

  B. IT services and business processes

  C. Components and business processes

  D. IT services, components and business processes

  Correct Answer: A

• Question 369:

  What is the name of the group that should review changes that must be implemented faster than the normal change process?

  A. Technical management

  B. Emergency change advisory board

  C. Urgent change board

  D. Urgent change authority

  Correct Answer: B

• Question 370:

  Which of the following service desk organizational structures are described in service operation?

  1.

  Local service desk

  2.

  Virtual service desk

  3.

  IT help desk

  4.

  Follow the sun

  A. 1, 2 and 4 only

  B. 2, 3 and 4 only

  C. 1, 3 and 4 only

  D. 1, 2 and 3 only

  Correct Answer: A