ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 61:

  Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?

  A. People, Products, Partners, Profit

  B. People, Process, Products, Partners

  C. Potential, Preparation, Performance, Profit

  D. People, Potential, Products, Performance

  Correct Answer: B

• Question 62:

  Which of the following statements about processes is INCORRECT?

  A. They are units of organizations designed to perform certain types of work

  B. We must be able to measure them in a relevant manner

  C. They deliver specific results

  D. They respond to specific events

  Correct Answer: A

• Question 63:

  Identify the input to the Problem Management process.

  A. Request for Change

  B. Problem Resolution

  C. Incident Records

  D. New Known Errors

  Correct Answer: C

• Question 64:

  Which of the following questions does the guidance in service strategy help to answer?

  1.

  What services should we offer and to whom?

  2.

  How do we differentiate ourselves from competing alternatives?

  3.

  How do we create value for our customers?

  A. 1 only

  B. 2 only

  C. 3onfy

  D. All of the above

  Correct Answer: D

• Question 65:

  As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? 1) An internal service provider embedded within a business unit 2) An internal service provider that provides shared IT services

  3) An external service provider

  A. All of the above

  B. 1 and 2 only

  C. 1 and 3 only

  D. 2 and 3 only

  Correct Answer: A

• Question 66:

  What is the Service Pipeline?

  A. All services that are at a conceptual or development stage

  B. All services except those that have been retired

  C. All services that are contained within the Service Level Agreement (SLA)

  D. All complex multi-user services

  Correct Answer: A

• Question 67:

  Which of the following should be available to the Service Desk?

  1.

  Known Error Data

  2.

  Change Schedules

  3.

  Service Knowledge Management System

  4.

  The output from monitoring tools

  A. 1,2 and 3 only

  B. 1,2 and4 only

  C. 2,3 and 4 only

  D. All of the above

  Correct Answer: D

• Question 68:

  Which of the following are the two primary elements that create value for customers?

  A. Value on investment (VOI) and return on investment (ROI)

  B. Customer and user satisfaction

  C. Service requirements and warranty

  D. Resources and capabilities

  Correct Answer: D

• Question 69:

  Which of the following is a responsibility of Supplier Management?

  A. Development, negotiation and agreement of contracts.

  B. Development, negotiation and agreement of Organizational Level Agreements

  C. Development, negotiation and agreement of Service Level Agreements.

  D. Development, negotiation and agreement of Service Portfolio

  Correct Answer: A

• Question 70:

  Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

  A. The Asset Register

  B. The Service Knowledge Management System

  C. The Known Error Database

  D. The Information Management System

  Correct Answer: B