ISEB-ITILF Exam Questions

The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?

Within Service Design, what is the key output handed over to Service Transition?

Which of the following models would be most useful in helping to define an organizational structure?

The group that reviews Changes that must be installed faster than the normal Change process is called the:

Which of the questions does Service Strategy help answer with its guidance? 1. How do we prioritize investments across a portfolio? 2. What services to offer and to whom? 3. What a...

Effective release and deployment management enables the service provider to add value to the business by?

What is the objective of Access Management?

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

Which of the following would be defined as part of every process? 1. Roles 2. Activities 3. Functions 4. Responsibilities

The MAIN purpose of the Service Portfolio is to describe services in terms of?

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

Which of the following BEST describes a Service Desk?

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

Which of the following are goals of Service Operation? 1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the b...

Which of the following does the Availability Management process include? 1. Ensuring services are able to meet availability targets 2. Monitoring and reporting actual availability...

Which of the following CANNOT be stored and managed by a tool?

Which process is responsible for frequently occurring changes where risk and cost are low?

How does Problem Management work with Change Management?

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?

Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

Which process lists "Understanding patterns of business activity" as a major role?

Data used to support the capacity management process should be stored in:

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? 1. Progress 2. Ef...

Which of the following are aspects of Service Design? 1. Architectures 2. Technology 3. Service Management processes 4. Metrics

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

The BEST description of the guidance provided by Service Design is?

To add value to the business, what are the four reasons to monitor and measure?