ISEB-ITILF Exam Questions

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...

Why is it important for service providers to understand patterns of business activity (PBA)?

Which one of the following would NOT be defined as part of every process?

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...

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

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...

Which one of the following do technology metrics measure?

Which process includes business, service and component sub-processes?

Which one of the following is NOT part of the service design stage of the service lifecycle?

What is the result of carrying out an activity, following a process or delivering an IT service known as?

Which process is responsible for managing relationships with vendors?

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

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

The consideration of value creation is a principle of which stage of the service lifecycle?

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

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...

Service transition contains detailed descriptions of which processes?

Which statement should NOT be part of the value proposition for Service Design?

Which process would be used to compare the value that newer services have offered over those they have replaced?

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?

Hierarchic escalation is BEST described as?

Which one of the following functions would be responsible for the management of a data centre?

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Which process will regularly anal0yse incident data to identify discernible trends?

Which is the correct definition of a customer facing service?

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

Which of the following is NOT a valid objective of problem management?

Which one of the following is an objective of service catalogue management?

Which of the following statements BEST describes the aims of release and deployment management?

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?

Which one of the following can help determine the level of impact of a problem?

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

Which of the following is an enabler of best practice?

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"?

Which of the following is NOT one of the five individual aspects of service design?

Where would you expect incident resolution targets to be documented?

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...

What are the categories of event described in the ITIL service operation book?

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...

Which one of the following is concerned with policy and direction?

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...

Which of the following is the best definition of IT service management?

Which of the following is service transition planning and support NOT responsible for?

What are underpinning contracts used to document?

In which document would you expect to see an overview of actual service achievements against targets?

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?