ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 391:

  Which one of the following would NOT be defined as part of every process?

  A. Roles

  B. Inputs and outputs

  C. Functions

  D. Metrics

  Correct Answer: C

• Question 392:

  Which one of the following includes four stages called Plan, Do, Check and Act?

  A. The Deming Cycle

  B. The continual service improvement approach

  C. The seven-step improvement process

  D. The service lifecycle

  Correct Answer: A

• Question 393:

  Which of the following are the MAIN objectives of incident management?

  1.

  To automatically detect service-affecting events

  2.

  To restore normal service operation as quickly as possible

  3.

  To minimize adverse impacts on business operations

  A. 1 and 2 only

  B. 2 and 3 only

  C. 1 and 3 only

  D. All of the above

  Correct Answer: B

• Question 394:

  At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

  A. Service design: Design the processes

  B. Service strategy: Develop the offerings

  C. Service transition: Plan and prepare for deployment

  D. Service operation: IT operations management

  Correct Answer: A

• Question 395:

  Which of the following BEST describes the purpose of access management?

  A. To provide a channel for users to request and receive standard services

  B. Provides the rights for users to be able to use a service or group of services

  C. To prevent problems and resulting Incidents from happening

  D. To detect security events and make sense of them

  Correct Answer: B

• Question 396:

  The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

  A. Data

  B. Information

  C. Knowledge

  D. Governance

  Correct Answer: C

• Question 397:

  Which process is responsible for dealing with complaints, comments, and general enquiries from users?

  A. Service level management

  B. Service portfolio management

  C. Request fulfilment

  D. Demand management

  Correct Answer: C

• Question 398:

  The consideration of value creation is a principle of which stage of the service lifecycle?

  A. Continual service improvement

  B. Service strategy

  C. Service design

  D. Service transition

  Correct Answer: B

• Question 399:

  Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

  A. RACI model

  B. Incident model

  C. Continual service improvement (CSI) approach

  D. The Deming Cycle

  Correct Answer: A

• Question 400:

  Which two processes will contribute MOST to enabling effective problem detection?

  A. Incident and financial management

  B. Change and release and deployment management

  C. Incident and event management

  D. Knowledge and service level management

  Correct Answer: C