ISEB-ITILF by ISEB Actual Free Exam Q&As

Question 1

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

A. Restoring normal service operation as quickly as possible B. Preventing problems and resulting incidents from happening C. Minimizing the impact of incidents that cannot be prevented D. Eliminating recurring incidents

Discussion 0

Correct Answer: A Vote an answer

Question 2

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

A. Anything that the customer wants and is prepared to pay for B. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting C. Any request or demand that is entered by a user via a self-help web-based interface D. A request from a user for information, advice or for a standard change

Discussion 0

Correct Answer: D Vote an answer

Question 3

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

A. Event management, incident management, problem management, request fulfillment, and access management B. Incident management, service desk, request fulfillment, access management, and event management C. Event management, incident management, change management, and access management D. Incident management, problem management, service desk, request fulfillment, and event management

Discussion 0

Correct Answer: A Vote an answer

Question 4

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

A. Request fulfillment B. Demand management C. Release and deployment management D. Incident management

Discussion 0

Correct Answer: A Vote an answer

Question 5

Which one of the following includes four stages called Plan, Do, Check and Act?

A. The seven-step improvement process B. The Deming Cycle C. The service lifecycle D. The continual service improvement approach

Discussion 0

Correct Answer: B Vote an answer

Question 6

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?

A. People, process, partners, performance B. People, process, products, partners C. Performance, process, products, problems D. People, products, perspective, partners

Discussion 0

Correct Answer: B Vote an answer

Question 7

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

A. To ensure that a service can be operated, managed and supported B. To provide training and certification in project management C. To provide quality knowledge and information about services and service assets D. To plan and manage the capacity and resource requirements to manage a release

Discussion 0

Correct Answer: B Vote an answer

Question 8

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

A. Two - the process owner and the process enactor B. Only one - the process owner C. Only one - the process architect D. As many as necessary to complete the activity

Discussion 0

Correct Answer: B Vote an answer

Question 9

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 customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services

A. 1 and 2 only B. 2 and 3 only C. 1 and 3 only D. All of the above

Discussion 0

Correct Answer: D Vote an answer

Question 10

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

A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve B. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution C. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going? D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Discussion 0

Correct Answer: D Vote an answer

Question 11

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 could be done better in the future

A. 2 and 3 only B. 1 only C. All of the above D. 1, 2 and 4 only

Discussion 0

Correct Answer: C Vote an answer

Question 12

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.Recording and control of virtual CIs
4.Approving finance for the purchase of software to support service asset and configuration management

A. 1, 2 and 3 only B. All of the above C. 1, 2 and 4 only D. 3 and 4 only

Discussion 0

Correct Answer: A Vote an answer

Question 13

Which of these statements about resources and capabilities is CORRECT?

A. Resources are types of service asset and capabilities are not B. Resources and capabilities are both types of service asset C. Neither capabilities nor resources are types of service asset D. Capabilities are types of service asset and resources are not

Discussion 0

Correct Answer: B Vote an answer

Question 14

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 be recorded
4.Some standard changes will be triggered by the request fulfilment process

A. 2 and 3 only B. 1 only C. All of the above D. 1, 2 and 4 only

Discussion 0

Correct Answer: C Vote an answer

ISEB The Foundation Examination - ITIL® - ISEB-ITILF Exam Practice Test