ISEB-ITILF Exam Questions

Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered 2. Those being delivered 3. Those that hav...

The BEST description of an incident is:

Which two processes will contribute MOST to enabling effective problem detection?

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

Which one of the following would NOT involve event management?

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

Which processes are responsible for the regular review of underpinning contracts?

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Which one of the following activities is NOT part of the Deming Cycle?

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

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1. Providing an understanding of what strategy is 2. Ensuring a workin...

In which of the following areas would ITIL complementary guidance provide assistance? 1. Adapting best practice for specific industry sectors 2. Integrating ITIL with other operati...

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

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

A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:

Service Design emphasizes the importance of the Four Ps'. Which of the following is a correct list of these Four Ps?

In the phrase "People, Processes, Products and Partners". Products refers to:

Which of the following is NOT an objective of the Operations Management function?

Which of the following BEST describes the goal of Access Management?

Which of the following statements about processes is CORRECT? 1. A process is always organized around a set of objectives 2. A process should be documented

Who owns the specific costs and risks associated with providing a service?

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

Which of the following is the BEST definition of an Event?

Which of these would fall outside the scope of a typical service change management process

Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

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

Which of the following is NOT a benefit of using public frameworks and standards?

Which of the following is NOT an example of Self-Help capabilities?

The BEST processes to automate are those that are:

Which statement about Service Level Agreements (SLAs) is CORRECT?

Which of the following should be available to the Service Desk? 1. Known Error Data 2. Change Schedules 3. Service Knowledge Management System 4. The output from monitoring tools

Which process contains the Business, Service and Component sub-processes?

What are Request Models used for?

Identity and Rights are two major concepts involved in which one of the following processes?

The group that authorizes changes that must be installed faster than the normal process is called the?

Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

In the Continual Service Improvement (CSI) model, the stage 'How do we get there?1 is underpinned by which set of activities?

Which of these statements about Service Desk staff is CORRECT?

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

A plan for managing the end of a supplier contract should be created when?

Which of the following sentences BEST describes a Standard Change?

Which of the following statements about Service Asset and Configuration Management is/are CORRECT? 1. A Configuration Item (CI) can exist as part of any number of other CIs at the...

Which of the following provides resources to resolve operational and support issues during Release and Deployment?

In terms of adding value to the business, which of the following describes Service Operation's contribution?

The BEST description of the purpose of Service Operation is?

Which of the following statements is CORRECT?

Which of the following statements BEST describes the aims of Release and Deployment Management?