ISEB ISEB Certification ITILF2011 Questions & Answers

• Question 81:

  Which of the following activities are responsibilities of a Supplier Manager? 1) Negotiating and agreeing Contracts 2) Updating the Supplier and Contract database 3) Planning for possible closure, renewal or extension of contracts 4) Managing relationships with internal suppliers

  A. 1, 2 and 3 only

  B. 1, 3 and 4 only

  C. 2, 3 and 4 only

  D. None of the above

  Correct Answer: A

• Question 82:

  Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

  A. Service Transition

  B. Risk Management

  C. IT Service Continuity Management

  D. Availability Management

  Correct Answer: A

• Question 83:

  Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

  A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

  B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

  C. Produce and maintain all necessary Service Transition packages

  D. Measuring the effectiveness and efficiency of Service Design and the supporting processes

  Correct Answer: C

• Question 84:

  Which process will regularly analyze incident data to identify discernable trends?

  A. Service Level Management

  B. Problem Management

  C. Change Management

  D. Event Management

  Correct Answer: B

• Question 85:

  What is most likely to cause a loss of faith in the Service Level Management process?

  A. Measurements that match the customer's perception of the service

  B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)

  C. Inclusion of items in the SLA that cannot be effectively measured

  D. Involving customers in drafting Service Level Requirements

  Correct Answer: C

• Question 86:

  Which of the following is the BEST definition of a Risk?

  A. Something that won't happen

  B. Something that will happen

  C. Something that has happened

  D. Something that might happen

  Correct Answer: D

• Question 87:

  Which role is accountable for a specific service within an organization?

  A. The Service Level Manager

  B. The Business Relationship Manager

  C. The Service Owner

  D. The Service Continuity Manager

  Correct Answer: C

• Question 88:

  Which Function would provide staff to monitor events in a Network Operations Centre?

  A. IT Operations Management

  B. Applications Management

  C. Service Desk

  D. Technical Management

  Correct Answer: A

• Question 89:

  A consultant has made two recommendations to you in a report:

  1.

  To include legal terminology in your Service Level Agreements (SLAs)

  2.

  It is not necessary to be able to measure all the targets in an SLA

  Which of the recommendations conform to Service Level Management good practice?

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: D

• Question 90:

  The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?

  A. Continual Service Improvement

  B. Service Strategy

  C. Service Design

  D. Service Transition

  Correct Answer: B