ISEB-ITILF Exam Questions

Which of the following activities are performed by a service desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Resto...

Which of the following is NOT an objective of Continual Service Improvement?

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Which of the following are classed as stakeholders in service management? 1. Customers 2. Users 3. Suppliers

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

Which process is responsible for sourcing and delivering components of requested standard services?

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

Which of the following CANNOT be provided by a tool?

Which one of the following is the purpose of service level management?

Which one of the following activities does application management perform?

What is a RACI model used for?

The remediation plan should be evaluated at what point in the change lifecycle?

Which of the following statements MOST correctly identifies the scope of design coordination activities?

What is the PRIMARY process for strategic communication with the service provider's customers?

Which one of the following is NOT an aim of the change management process?

What are customers of IT services who work in the same organization as the service provider known as?

Access management is closely related to which other process?

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

Which of the following is the BEST reason for categorizing incidents?

Which one of the following is NOT an objective of problem management?

Which of the following statements about service asset and configuration management is/are CORRECT? 1. A configuration item (CI) can exits as part of any numbers other CIs at the sa...

Which of the following are types of service defined in ITIL? 1. Enabling 2. Core 3. Enhancing 4. Computer

In which of the following should details of a workaround be documented?

Which one of the following is NOT a characteristic of a process?

Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

Which of the following BEST describes technical management?

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

What is the primary focus of the business management?

Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related s...

Which one of the following is the BEST description of a service request?

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

Which one of the following do major incidents require?

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

In terms of adding value to the business, which one of the following describes service operation s contribution?

Which one of the following are the two primary elements that create value for customers?

Which one of the following statements BEST describes a definitive media library (DML)?

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

Which of the following are managed by facilities management? 1. Hardware within a data centre or computer room 2. Applications 3. Power and cooling equipment 4. Recovery sites

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Which areas of service management can benefit from automation? 1. Design and modeling 2. Reporting 3. Pattern recognition and analysis 4. Detection and monitoring

Which one of the following is the BEST definition of reliability?

Which one of the following is NOT the responsibility of service catalogue management?

Which one of the following is an objective of release and deployment management?

Which one of the following statements is CORRECT?

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk...

What is the BEST description of an operational level agreement (OLA)?

Which one of the following generates demand for services?