ISEB-ITILF Exam Questions
278 real ISEB-ITILF exam questions with expert-verified answers and explanations. Page 1 of 6.
- Question #1
Which of the following should be documented in an incident model? 1. Details of the service level agreement (SLA) pertaining to the incident 2. Chronological order of steps to reso...
- Question #2
Why is it important for service providers to understand patterns of business activity (PBA)?
- Question #3
Which one of the following would NOT be defined as part of every process?
- Question #4
Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environm...
- Question #5
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
- Question #6
Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and report...
- Question #7
Which one of the following do technology metrics measure?
- Question #8
Which process includes business, service and component sub-processes?
- Question #9
Which one of the following is NOT part of the service design stage of the service lifecycle?
- Question #10
What is the result of carrying out an activity, following a process or delivering an IT service known as?
- Question #11
Which process is responsible for managing relationships with vendors?
- Question #12
Which of the following are reasons why ITIL is successful? 1. ITIL is vendor neutral 2. It does not prescribe actions 3. ITIL represents best practice
- Question #13
Which one of the following includes four stages called Plan, Do, Check and Act?
- Question #14
The consideration of value creation is a principle of which stage of the service lifecycle?
- Question #15
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
- Question #16
Which of the following BEST describes partners' in the phrase people, processes, products and partners"?
- Question #17
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
- Question #18
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
- Question #19
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
- Question #20
Which of the following would commonly be found in a contract underpinning an IT service? 1. Financial arrangements related to the contract 2. Description of the goods or service pr...
- Question #21
Service transition contains detailed descriptions of which processes?
- Question #22
Which statement should NOT be part of the value proposition for Service Design?
- Question #23
Which process would be used to compare the value that newer services have offered over those they have replaced?
- Question #24
Consider the following list: 1. Change authority 2. Change manager 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above?
- Question #25
Hierarchic escalation is BEST described as?
- Question #26
Which one of the following functions would be responsible for the management of a data centre?
- Question #27
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
- Question #28
Which process will regularly anal0yse incident data to identify discernible trends?
- Question #29
Which is the correct definition of a customer facing service?
- Question #30
Which one of the following is the BEST definition of the term service management?
- Question #31
Which of the following is NOT a valid objective of problem management?
- Question #32
Which one of the following is an objective of service catalogue management?
- Question #33
Which of the following statements BEST describes the aims of release and deployment management?
- Question #34
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
- Question #35
Which one of the following can help determine the level of impact of a problem?
- Question #36
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
- Question #37
Which of the following is an enabler of best practice?
- Question #38
Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
- Question #39
Which of the following is NOT one of the five individual aspects of service design?
- Question #40
Where would you expect incident resolution targets to be documented?
- Question #41
Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their...
- Question #42
What are the categories of event described in the ITIL service operation book?
- Question #43
A process owner is responsible for which of the following? 1. Defining the process strategy 2. Assisting with process design 3. Improving the process 4. Performing all activities i...
- Question #44
Which one of the following is concerned with policy and direction?
- Question #45
Which of the following should be considered when designing measurement systems, methods and metrics? 1. The services 2. The architectures 3. The configuration items 4. The processe...
- Question #46
Which of the following is the best definition of IT service management?
- Question #47
Which of the following is service transition planning and support NOT responsible for?
- Question #48
What are underpinning contracts used to document?
- Question #49
In which document would you expect to see an overview of actual service achievements against targets?
- Question #50
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?