ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 41:

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

  A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

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

  C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

  D. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

  Correct Answer: B

• Question 42:

  Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

  A. Service Design

  B. Service Strategy

  C. Service Operation

  D. Continual Service Improvement

  Correct Answer: A

• Question 43:

  Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

  A. Service Design

  B. Service Transition

  C. Service Strategy

  D. Service Operation

  Correct Answer: C

• Question 44:

  A configuration model can be used to help 1) Assess the impact and cause of incidents and problems 2) Assess the impact of proposed changes 3) Plan and design new or changed services 4) Plan technology refresh and software upgrades

  A. 1, 2 and 3 only

  B. All of the above

  C. 1, 2 and 4 only

  D. 3 and 4 only

  Correct Answer: B

• Question 45:

  Which model delivers a view of the services, assets and infrastructure?

  A. Incident Model

  B. Problem Model

  C. Configuration Model

  D. Change Model

  Correct Answer: C

• Question 46:

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

  A. RACI model

  B. Incident model

  C. Continual service improvement (CSI) model

  D. The Deming Cycle

  Correct Answer: A

• Question 47:

  What is IT Governance concerned with?

  A. Measuring and improving the efficiency and effectiveness of IT processes

  B. Ensuring that IT processes support the organization's strategies and objectives

  C. Reducing the total cost of providing services to the business

  D. Ensuring that targets documented in Service Level Agreements (SLAs) are met

  Correct Answer: B

• Question 48:

  Which of the following availability management activities are considered to be proactive as opposed to reactive?

  1.

  Monitoring system availability

  2.

  Designing availability into a proposed solution

  A. Neither of the above

  B. Both of the above

  C. 1 only

  D. 2 only

  Correct Answer: D

• Question 49:

  Which of these recommendations is good practice for Service Level Management?

  1) Include legal terminology in Service Level Agreements (SLAs)

  2) It is NOT necessary to be able to measure all the targets in an SLA

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: D

• Question 50:

  Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

  A. The Service Level Manager

  B. The IT Service Continuity Manager

  C. The Service Catalogue Manager

  D. The Supplier Manager

  Correct Answer: D