ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 51:

  The Supplier Management process includes:

  1: Service Design activities, to ensure that contracts will be able to support the service requirements

  2: Service Operation activities, to monitor and report supplier achievements

  3:

  Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

  A.

  1 and 2 only

  B.

  1 only

  C.

  All of the above

  D.

  1 and 3 only

  Correct Answer: C

• Question 52:

  Which process or function is responsible for the Definitive Media Library and Definitive Spares?

  A. Facilities Management

  B. Access Management

  C. Request Fulfilment D. Service Asset and Configuration Management

  Correct Answer: D

• Question 53:

  Which of the following are aspects of Service Design?

  1.

  Architectures

  2.

  Technology

  3.

  Service Management processes

  4.

  Metrics

  A. 1 only

  B. 2 and 3 only

  C. 1, 2 and 4 only

  D. All of the above

  Correct Answer: D

• Question 54:

  Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

  A. Plan

  B. Do

  C. Check

  D. Act

  Correct Answer: A

• Question 55:

  Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

  A. IT management

  B. Service desk manager

  C. Business management

  D. The change manager

  Correct Answer: C

• Question 56:

  Which of the following might be used to manage an Incident?

  1.

  Incident Model

  2.

  Known Error Record

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: C

• Question 57:

  Which of the following BEST describes a Change Authority?

  A. The Change Advisory Board

  B. A person that provides formal authorisation for a particular type of change.

  C. A role, person or a group of people that provides formal authorisation for a particular type of change.

  D. The Change Manager who provides formal authorisation for each change

  Correct Answer: C

• Question 58:

  Which of the following is the BEST definition of an event?

  A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure

  B. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  C. The unknown cause of one or more incidents that have an impact on an IT service

  D. Reducing or eliminating the cause of an incident or problem

  Correct Answer: A

• Question 59:

  Which of the following is an objective of service transition?

  A. To negotiate service levels for new services

  B. To plan and manage the resource requirements for releases

  C. To provide quality knowledge of incident and problem management

  D. To plan and manage entries in the service catalogue.

  Correct Answer: B

• Question 60:

  Which of the following are included within Release and Deployment Models? 1) Roles and responsibilities 2) Template release and deployment 3) Supporting systems, tools and procedures. 4) Handover activities and responsibilities

  A. 1, 2 and 3 only.

  B. 2, 3 and 4 only.

  C. All of the above

  D. 1 and 4 only.

  Correct Answer: C