ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 31:

  Customer perceptions and business outcomes help lo define what?

  A. The value off a service

  B. Governance

  C. Total cost of ownership (TCO)

  D. Key performance indicators (KPIs)

  Correct Answer: A

• Question 32:

  Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

  A. Categorization

  B. Logging

  C. Prioritization

  D. Closure

  Correct Answer: A

• Question 33:

  Which of the following do Technology metrics measure?

  A. Components

  B. Processes

  C. The end to end service

  D. Customer satisfaction

  Correct Answer: A

• Question 34:

  Which of the following statements is CORRECT?

  A. Process owners are more important to service management than service owners

  B. Service owners are more important to service management than process owners

  C. Service owners are as important to service management as process owners

  D. Process owners and service owners are not required within the same organization

  Correct Answer: C

• Question 35:

  Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

  A. Availability Management

  B. Demand Management

  C. Financial Management

  D. Service Level Management

  Correct Answer: B

• Question 36:

  Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

  A. The ITIL Complementary Guidance

  B. The Service Support book

  C. Pocket Guides

  D. The Service Strategy book

  Correct Answer: A

• Question 37:

  When tan a known error record tie raised?

  1.

  At any time when it would be useful to do so

  2.

  After a workaround has been found

  A. 2onty

  B. 1 only

  C. Neither of the above

  D. Both of the above

  Correct Answer: C

• Question 38:

  Which of the following Availability Management activities are considered to be proactive as opposed to reactive?

  1.

  Risk assessment

  2.

  Testing of resilience mechanisms

  3.

  Monitoring of component availability

  A. All of the above

  B. 1 and 2 only

  C. 1 and 3 only

  D. 2 and 3 only

  Correct Answer: B

• Question 39:

  Which of the following would be defined as part of every process?

  1.

  Roles

  2.

  Activities

  3.

  Functions

  4.

  Responsibilities

  A. 1 and 3 only

  B. All of the above

  C. 2 and 4 only

  D. 1, 2 and 4 only

  Correct Answer: D

• Question 40:

  Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

  A. A Problem model

  B. A Service Improvement Plan (SIP)

  C. A Request for Change (RFC)

  D. A Business Case

  Correct Answer: D