Online Access Free ISEB-ITILF Exam Questions

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

• A.Centralized
• B.Local
• C.Virtual
• D.Outsourced

What would be the next step in the continual service improvement (CSI) model after?
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?

• A.How much did it cost?
• B.What is the return on investment (ROI)?
• C.What is the value on investment (VOI)?
• D.How do we keep the momentum going?

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

• A.Any change of state that has significance for the management of a configuration item (CI) or IT service
• B.The unknown cause of one or more incidents that have an impact on an IT service
• C.Reducing or eliminating the cause of an incident or problem
• D.An unplanned interruption to an IT service or a reduction in the quality of an IT service

When can a known error record be raised?
1.At any time it would be useful to do so
2.After a workaround has been found

• A.Neither of the above
• B.1 only
• C.Both of the above
• D.2 only

Which one of the following is concerned with policy and direction?

• A.Service level management
• B.Service design
• C.Governance
• D.Capacity management