ISEB-ITILF Exam Questions

Within service design, what is the key output handed over to service transition?

What should a service always deliver to customers?

Which process is responsible for the availability, confidentiality and integrity of data?

Availability management is directly responsible for the availability of which of the following?

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Which of the following BEST describes the purpose of access management?

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

What would be the next step in the continual service improvement (CSI) model after?

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

Which of the following BEST describes a problem?

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

Which one of the following statements about incident reporting and logging is CORRECT?

Which process is responsible for providing the rights to use an IT service?

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Which of the following areas would technology help to support during the service lifecycle? 1. Data mining and workflow 2. Measurement and reporting 3. Release and deployment 4. Pr...

How many people should be accountable for a process as defined in the RACI model?

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

Where should the following information be stored? 1. The experience of staff 2. Records of user behaviour 3. Supplier's abilities and requirements 4. User skill levels

Which of the following statements about standard changes are CORRECT? 1. The approach is pre-authorized 2. The risk is usually low and well understood 3. Details of the change will...

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

Which process is responsible for ensuring that appropriate testing takes place?

Which of the following identify the purpose of business relationship management? 1. To establish and maintain a business relationship between service provider and customer 2. To id...

Which of the following is the correct definition of an outcome?

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

With which process is problem management likely to share categorization and impact coding systems?

What guidance does ITIL give on the frequency of production of service reporting?

Which one of the following does service metrics measure?

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

Which process is responsible for low risk, frequently occurring, low cost changes?

Which function or process would provide staff to monitor events in an operations bridge?

Which one of the following is the BEST definition of an event?

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

Which one of the following is the BEST description of a major incident?

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...

Who is responsible for defining metrics for change management?

Which of the following are within the scope of service asset and configuration management? 1. Identification of configuration items (CIs) 2. Recording relationships between CIs 3....

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper developmen...

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

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...

Which of the following would be examined by a major problem review? 1. Things that were done correctly 2. Things that were done incorrectly 3. How to prevent recurrence 4. What cou...

Which one of the following is the BEST description of a relationship in service asset and configuration management?

Which of the following are sources of best practice? 1. Academic research 2. Internal experience 3. Industry practices

Which of these should a change model include? 1. The steps that should be taken to handle the change 2. Responsibilities; who should do what, including escalation 3. Timescales and...

Which of the following service desk organizational structures are described in service operation?

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

Which of the following are the MAIN objectives of incident management? 1. To automatically detect service-affecting events 2. To restore normal service operation as quickly as poss...

What is the name of the group that should review changes that must be implemented faster than the normal change process?

Which of the following is NOT an objective of service transition?