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Free ISEB-ITILF Exam Braindumps (page: 7)

Page 7 of 106
PDF with 418 Questions

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

  1. The Service Level Manager
  2. The Service Provider
  3. The Finance department
  4. The Customer

Answer(s): B



A service-based (rather than a customer-based) SLA:

  1. Covers all services for a particular customer
  2. Covers a set of similar services, for a single customer
  3. Covers all services
  4. Covers a single service, for all of the customers of that service

Answer(s): D



Which of these statements about Service Desk staff is CORRECT?

  1. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them
  2. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
  3. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
  4. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Answer(s): B



How many numbered steps are in the continual service improvement (CSI) process?

  1. 11
  2. 4
  3. 7
  4. 6

Answer(s): C






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