ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 71:

  How is the Service Catalogue used to add value to the service provider organization?

  A. Providing a central source of information on the IT services delivered

  B. Showing the business impact of a change

  C. Displaying the relationships between configuration items

  D. To predict the root cause of issues in the IT infrastructure

  Correct Answer: A

• Question 72:

  What does a service always deliver to customers?

  A. Applications

  B. Infrastructure

  C. Value

  D. Resources

  Correct Answer: C

• Question 73:

  Which of the following is NOT an objective of the Operations Management function?

  A. Swift application of skills to diagnose any IT Operations failures that occur

  B. Regular scrutiny and improvements to achieve improved service at reduced costs

  C. First line Incident investigation and diagnosis logged by users

  D. Maintenance of status quo to achieve stability of day to day processes and activities

  Correct Answer: C

• Question 74:

  Contracts relating to an outsourced Data Centre would be managed by?

  A. Service Desk

  B. IT Operations Control

  C. Technical Management

  D. Facilities Management

  Correct Answer: D

• Question 75:

  Which of the following is one of the primary objectives of Service Strategy?

  A. To design and build processes that will meet business needs

  B. To provide detailed specifications for the design of IT services

  C. To transform Service Management into a strategic asset

  D. To underscore the importance of services in the global economy

  Correct Answer: B

• Question 76:

  "Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

  A. Functions and Processes

  B. Markets and Customers

  C. Applications and Infrastructure

  D. People, products and technology

  Correct Answer: A

• Question 77:

  The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

  A. An SLA is legally binding, an OLA is a best efforts agreement

  B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

  C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets

  D. An SLA is with an external customer, an OLA is with an internal customer

  Correct Answer: A

• Question 78:

  "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

  A. Service Operation

  B. Service Strategy

  C. Service Transition

  D. Continual Service Improvement

  Correct Answer: C

• Question 79:

  Which of the following areas would not be supported by a Service Design tool?

  A. Software design

  B. Process design

  C. Environment design

  D. Strategy design

  Correct Answer: B

• Question 80:

  Which of the following does the Availability Management process include?

  1.

  Ensuring services are able to meet availability targets

  2.

  Monitoring and reporting actual availability

  3.

  Improvement activities, to ensure that services continue to meet or exceed their availability goals

  A. 1 only

  B. All of the above

  C. 1 and 2 only

  D. 1 and 3 only

  Correct Answer: B