ISEB-ITILF Exam Questions

Which one of the following is an objective of service transition?

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Which of the following is NOT a source of best practice?

What is a service delivered between two business units in the same organization known as?

What is the act of transforming resources and capabilities into valuable service better known as?

From the perspective of the service provider, who is the person or group that agrees their service targets?

Which of the following identifies the purpose of service transition planning and support?

Which process would maintain policies, standards and models for service transition activities and processes?

Which of the following identifies the purpose of design coordination?

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

Which of the following activities would be performed by a process manager? 1. Monitoring and reporting on process performance 2. Identifying improvement opportunities 3. Appointing...

Which role is accountable for the operational management of a process?

Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder 2. It defines activities that are executed by a sing...

Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary 2. Check that the user is satisfied with the outcom...

Which of the following is NOT an objective of request fulfillment?

Which process would you MOST expect to be involved in the management of underpinning contracts?

Which of the following are valid parts of the service portfolio? 1. Service pipeline 2. Service knowledge management system (SKMS) 3. Service catalogue

A Service design package (SDP) would normally be produced for which of the following? 1. A new IT service 2. A major change to an IT service 3. An emergency change to an IT service...

Which of the following are benefits to the business of implementing service transition? 1. Better reuse and sharing of assets across projects and resources 2. Reduced cost to desig...

Which of the following processes are performed by the service desk? 1. Capacity management 2. Request fulfillment 3. Demand management 4. Incident management

Remediation planning is BEST described in which of the following ways?

Which statement BEST represents the guidance on incident logging?

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

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

Which of the following is the BEST description of a centralized service desk?

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

Which of the following would NOT be contained in a release policy?

Which reason describes why ITIL is so successful?

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

Which two elements of financial management for IT services are mandatory?

What is the primary focus of business capacity management?

Which role is responsible for carrying out the activities of a process?

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Which of the following options is a hierarchy that is used in knowledge management?

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

Which of the following is an objective of business relationship management?

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

Which of the following BEST describes service strategies value to the business?

Which one of the following activities would be performed by access management?

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

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

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

When can a known error record be raised? 1. At any time it would be useful to do so 2. After a workaround has been found

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

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

What do customer perceptions and business outcomes help to define?

Which of the following are basic concepts used in access management?

Which of these statements about resources and capabilities is CORRECT?