ITILF ISEB Exam Questions and Free Practice Test

Question 91

Which of the following are Service Desk organizational structures?
1: Local Service Desk
2: Virtual Service Desk
3: IT Help Desk
4: Follow the Sun

A. 2, 3 and 4 only

B. 1, 2 and 4 only

C. 1, 2 and 3 only

D. 1, 3 and 4 only

Correct Answer:B

Question 92

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 service
4: Implementing all standard changes

A. All of the above

B. 1, 2 and 3 only

C. 2 and 4 only

D. 3 and 4 only

Correct Answer:B

Question 93

Which of the following should be documented in an incident model?
1: Details of the service level agreement (SLA) pertaining to the incident
2: Chronological order of steps to resolve the incident

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

Correct Answer:B

Question 94

Which process or function is responsible for the Definitive Media Library and Definitive Spares?

A. Facilities Management

B. Access Management

C. Request Fulfilment

D. Service Asset and Configuration Management

Correct Answer:D

Question 95

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A. Return on investment (ROI), value on investment (VOI), quality

B. Strategic, tactical and operational

C. Critical success factors (CSFs), key performance indicators (KPIs), activities

D. Technology, process and service

Correct Answer:D

Question 96

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

A. As many as necessary to complete the activity

B. Only one - the process owner

C. Two - the process owner and the process enactor

D. Only one - the process architect

Correct Answer:B

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