The Secret Of ISEB ITILF Practice Exam

NEW QUESTION 1
Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

• A. 1 and 2 only
• B. 1 and 3 only
• C. 2 and 3 only
• D. All of the above

Answer: D

NEW QUESTION 2
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 servic
• C. This includes technical staff
• D. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
• E. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

Answer: B

NEW QUESTION 3
IT Service Continuity strategy should be based on:
1) Design of the service technology
2) Business continuity strategy
3) Business Impact Analysis
4) Risk assessment

• A. 1, 2 and 4 only
• B. 1, 2 and 3 only
• C. 2, 3 and 4 only
• D. 1, 3 and 4 only

Answer: C

NEW QUESTION 4
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

Answer: A

NEW QUESTION 5
Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1: Monitoring system availability
2: Designing availability into a proposed solution

• A. None of the above
• B. Both of the above
• C. 1 only
• D. 2 only

Answer: D

NEW QUESTION 6
Which is the BEST definition of a Configuration Item (CI)?

• A. An item of hardware or software registered in the asset database
• B. A collection of information used to describe a hardware or software item
• C. An asset, service component or other item that is, or will be, under the control of Configuration Management
• D. Information recorded by the Service Desk when an Incident is reported

Answer: C

NEW QUESTION 7
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

• A. Serviceability
• B. Availability
• C. Capacity
• D. Continuity

Answer: B

NEW QUESTION 8
Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1) Risk assessment
2) Testing of resilience mechanisms
3) Monitoring of component availability

• A. All of the above
• B. 1 and 2 only
• C. 1 and 3 only
• D. 2 and 3 only

Answer: B

NEW QUESTION 9
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:

• A. Only manage Incidents effectively through 1st and 2nd line
• B. Only manage Incidents effectively through the 1st line
• C. Only manage Incidents effectively at the 3rd line
• D. Manage Incidents effectively through 1st, 2nd and 3rd line

Answer: D

NEW QUESTION 10
Identity and Rights are two major concepts involved in which one of the following processes?

• A. Access Management
• B. Facilities Management
• C. Event Management
• D. Demand Management

Answer: A

NEW QUESTION 11
Which one of the following is the BEST definition of the term service management?

• A. A set of specialized organizational capabilities for providing value to customers in the form of services
• B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
• C. The management of functions within an organization to perform certain activities
• D. Units of organizations with roles to perform certain activities

Answer: A

NEW QUESTION 12
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

Answer: B

NEW QUESTION 13
To add value to the business, what are the four reasons to monitor and measure?

• A. Validate; Direct; Justify; Improve
• B. Evaluate; Diagnose; Justify; Intervene
• C. Validate; Direct; Justify; Intervene
• D. Evaluate; Direct; Justify; Improve

Answer: C

NEW QUESTION 14
Which statement about the emergency change advisory board (ECAB) is CORRECT?

• A. The ECAB considers every high priority request for change (RFC)
• B. Amongst the duties of the ECAB is the review of completed emergency changes
• C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
• D. The ECAB will be chaired by the IT Director

Answer: C

NEW QUESTION 15
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

Answer: A

NEW QUESTION 16
Which process is responsible for discussing reports with customers showing whether services have met their targets?

• A. Continual service improvement
• B. Change management
• C. Service level management
• D. Availability management

Answer: C

NEW QUESTION 17
Which one of the following includes four stages called Plan, Do, Check and Act?

• A. The Deming Cycle
• B. The continual service improvement approach
• C. The seven-step improvement process
• D. The service lifecycle

Answer: A

NEW QUESTION 18
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