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Exam Code: ISEB-BA1
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Exam Code: FCGIT
Exam Name: Foundation Certificate in Green IT
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NO.1 Which of the following uses Greenhouse Gas conversion factors to work out CO2 emissions?
A. The ROCI Matrix.
B. The Emissions Reduction Flowchart.
C. The Carbon Footprint Calculator.
D. The Electronic Product Environmental Assessment Tool.
Answer: C

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NO.2 The Carbon Footprint comprises of both direct and indirect emissions.
Which of the following is an indirect emission?
A. Travelling to the office.
B. Opening a spreadsheet.
C. Disposing of a server.
D. Printing out a report.
Answer: C

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NO.3 How can you use a Continual Service Improvement Model as part of your green IT programme?
A. To ensure on-going monitoring and feedback through the programme lifecycle.
B. To ensure adequate technical support throughout the programme lifecycle.
C. To ensure agile application development to support the programme lifecycle.
D. To ensure senior management commitment throughout the programme lifecycle.
Answer: A

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NO.4 Which of the following are reasons that Home Working can reduce your carbon footprint?
a) It reduces the travel needed to attend meetings.
b) It reduces the paperwork needed for meetings.
c) It reduces the space needed within the office.
d) It reduces the power consumed during meetings.
A. b and c only.
B. a and d only.
C. a and c only.
D. c and d only.
Answer: B

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NO.5 Which of the following describes Carbon Neutrality?
A. Eliminating CO2 emissions from product manufacture.
B. Maintaining CO2 emissions at a pre-defined agreed level.
C. Balancing CO2 emissions with an equivalent offset amount.
D. Matching CO2 emissions between defined business areas.
Answer: C

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NO.6 Which of the following actions make a PC more energy efficient?
A. Disabling stand-by settings.
B. Enabling active power management.
C. Enabling active screen savers.
D. Disabling CPU throttling features.
Answer: B

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NO.7 Which of the following must be measured when calculating the annual energy consumption of a
server?
A. How long the server takes to shut down and reboot.
B. The amount of times the system is upgrading in a year.
C. The energy consumed in different modes of operation.
D. The operating temperature of the server during peak loads.
Answer: C

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NO.8 A Green IT policy should be aligned to which other organizational policy?
a) Performance Management Policy.
b) Sustainability Policy.
c) Equal Opportunities Policy.
d) Environmental Policy.
A. b and d only.
B. a, b and d only.
C. b and c only.
D. b, c and d only.
Answer: A

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NO.1 Which of the following test design techniques would be most suitable for testing that the
oxygen is released at the required times?
A. Decision Testing.
B. Statement Testing.
C. Data flow Testing.
D. Boundary Value Analysis.
Answer: D

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NO.2 When creating the functional specification for the temperature control system, which of the
following review types would be most recommended to resolve any issues?
A. A walkthrough.
B. A technical review.
C. A management review.
D. A code inspection.
Answer: B

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NO.3 Which of the following would be an entry criterion into site acceptance testing for the air
quality monitoring system?
A. That the code written to fulfil the requirement to monitor carbon dioxide levels has been 100%
path tested.
B. That the functional specification accurately reflects requirements R1 and R2.
C. That the system has been tested at levels of oxygen usage well beyond anticipated personnel
levels.
D. That the requirements for temperature control have been signed-off.
Answer: C

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NO.4 Which of the following is an accurate depiction of the hierarchy of test management
documentation (where the highest comes first)?
A. Test policy-Test strategy-Project test plan-System test plan
B. Test strategy-Test policy-Project test plan-System test plan
C. Test policy-Project test plan-Test strategy-System test plan
D. Project test plan-Test strategy-System test plan-Test policy
Answer: A

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NO.5 Which one is a product risk associated with the air quality management system?
A. The system required to monitor oxygen levels may be more expensive than those required to
monitor air temperatures.
B. SubsInc may need to recruit extra developers and testers to deliver the project on time.
C. Oxygen levels may reach dangerously low levels.
D. Extreme temperatures may lead to heat exhaustion of personnel.
Answer: C

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Exam Code: ISEB-SWT2
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Exam Code: BH0-008
Exam Name: ISEB Foundation Certificate in Green IT
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NO.1 Which of the following are risks to the success of a Green IT Programme? a.Alienation of key staff.
b.Additional unplanned costs. c.Perceived lack of benefits. d.Early delivery of benefits.
A. a, b, c and d.
B. a, b and c.
C. b and d.
D. c and d.
Answer: B

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NO.2 You are monitoring energy usage in the Data Centre. What is the role of thermal profiling.
A. To identify hot spots and overcooling.
B. To identify which servers are performing efficiently.
C. To identify the timing of energy consumption peaks.
D. To identify which applications require the most energy.
Answer: A

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NO.3 How can IP Video Conferencing reduce your carbon footprint?
A. It reduces the power consumed during meetings.
B. It reduces the paperwork needed for meetings.
C. It reduces the number of rooms needed for meetings.
D. It reduces the travel needed to attend meetings.
Answer: D

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NO.4 Which of the following is a stakeholder in a Green IT programme? a.Government organisations.
b.Suppliers. c.Company shareholders. d.Employees. e.Religious organisations.
A. a, c, and e
B. a, b and c.
C. a, b c, and e.
D. a, b, c and d.
Answer: D

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NO.5 Which of the following is a benefit of adopting green IT within an organisation?
A. Creating a culture of team-based working.
B. Promoting a culture of maximum productivity.
C. Establishing a culture of total innovation.
D. Developing a culture of social responsibility.
Answer: D

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NO.6 Which of the following uses Greenhouse Gas conversion factors to work out CO2 emissions?
A. The ROCI Matrix.
B. The Emissions Reduction Flowchart.
C. The Carbon Footprint Calculator.
D. The Electronic Product Environmental Assessment Tool.
Answer: C

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NO.7 Which of the following actions should an organisation take to help realise the marketing value of green
IT? a.Provide public disclosures of their environmental impact. b.Redefine their business strategy to
include green initiatives. c.Ensure all advertising focuses on its green message. d.Provide a green
discount across all of its product range.
A. a, b, c and d.
B. a, b and c.
C. c and d.
D. a and b.
Answer: D

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NO.8 Which statement best describes the purpose of a Green IT policy?
A. To ensure an organisation IT meets green legal requirements.To ensure an organisation? IT meets
green legal requirements.
B. To inform stakeholders of an organisation Green IT approach.To inform stakeholders of an organisation?
Green IT approach.
C. To allow an organisation to measure its Green IT performance.
D. To ensure Green IT is as important as other organisational initiatives.
Answer: B

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Exam Code: ISEB-ITILV3F
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NO.1 Control of user desk-top PCs

NO.2 Which Function would provide staff to monitor events in an Operations Bridge?
A. Technical Management
B. IT Operations Management
C. Service Desk
D. Applications Management
Answer: B

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NO.3 Which of the following areas would technology help to support during the Service Operation
phase of the Lifecycle?
1. Identifying configuration of user desktop PCs when Incidents are logged

NO.4 Create and use diagnostic scripts

NO.5 Dashboard type technology
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 2, 3 and 4 only
Answer: B

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2. Which of the following is NOT a FUNCTION?
A. Application Management
B. Service Desk
C. Incident Management
D. Technical Management
Answer: C

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3. Which of the following is the CORRECT description of the Seven R's of Change
Management?
A. A set of questions that should be asked to help understand the impact of Changes
B. A seven step process for releasing Changes into production
C. A set of questions that should be asked when reviewing the success of a recent Change
D. A definition of the roles and responsibilities required for Change Management
Answer: A

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4. The BEST Processes to automate are those that are?
A. Carried out by Service Operations
B. Carried out by lots of people
C. Critical to the success of the business mission
D. Simple and well understood
Answer: D

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NO.1 When should benefits realisation be carried out?
A. Immediately at the end of the project.
B. At the beginning of the project.
C. At the end of the finalised feasibility study.
D. Months or years after the end of the project.
Answer: D

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NO.2 Given the cashflows below, which of the following is correct?
A. The project pays back in year 4 of the project.
B. The project does not pay back within the four year period.
C. The project pays back in year 2 of the project.
D. The project pays back in year 3 of the project.
Answer: B

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NO.3 A batch program runs every night to raise invoices. The next day these invoices are posted out to
customers by a clerk. Customers pay the invoices with cheques. The cheques are then banked by a clerk.
In this scenario, which of the following represents a business event?
A. System prints invoices.
B. Clerk sends invoices to customers.
C. Customer's cheque is received.
D. Clerk banks the cheque.
Answer: C

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NO.4 Which of the following terms may be used to describe the attitude of a stakeholder who is NOT in favour
of the project but is probably not actively opposed to it?
A. Opponent.
B. Neutral.
C. Critic.
D. Blocker.
Answer: C

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NO.5 The required competencies of a business analyst are classified into three categories. Which of the
following is one of these three categories.?
A. Management Qualities.
B. Business Knowledge.
C. IT Skills
D. Project Skills.
Answer: B

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NO.6 Which of the following statement is TRUE about the process view of an organisation?
A. It focuses on the customer of the organisation.
B. It focuses solely on the internal view of the organisation.
C. It focuses on the functions of an organisation.
D. It focuses on the organisational structure.
Answer: A

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NO.7 What is the first stage of the waterfall systems development lifecycle?
A. Plan.
B. Analysis.
C. Feasibility Study.
D. Strategic Vision.
Answer: C

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NO.8 It has been suggested that five clerical posts can be abolished when a new computer system is
implemented. Under which category of costs or benefits will this be recorded?
A. Tangible costs.
B. Tangible benefits.
C. Intangible costs.
D. Intangible benefits.
Answer: B

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NO.9 As part of an investigation a Business Analyst has devised a form for users of an existing system to use
to keep track of the tasks they undertake during their working day. Which of the following describes this
investigation technique?
A. Special purpose records,
B. Scenario analysis.
C. Questionnaires.
D. Activity sampling.
Answer: A

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NO.10 During which stage of the Business Analysis Process Model would a gap analysis be carried out?
A. Define requirements.
B. Analyse needs.
C. Evaluate the options.
D. Investigate situation.
Answer: B

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NO.11 A well formed requirement is said to comply with which of the following acronyms?
A. MOSCOW.
B. SMART.
C. OSCAR.
D. MOST.
Answer: B

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NO.12 Business rules define how actions are to be performed. Under which of the following headings are
business rules considered?
A. Explicit or implicit management statements,
B. Statutory and internal policies.
C. Constraints and operational guidance.
D. Negotiable and non-negotiable limitations.
Answer: C

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NO.13 On a class diagram, what do the multiplicities represent?
A. The number of attributes held within each class.
B. The minimum and maximum number of operations in each class.
C. The minimum and maximum number of objects in each class.
D. The business rules for an association between two classes.
Answer: D

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NO.14 Which of the following investigation techniques involves following a user for one or two days in order to
find out what a particular job entails?
A. Scenario analysis.
B. Protocol analysis.
C. Shadowing.
D. Activity sampling.
Answer: C

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NO.15 In a particular organisation it is common practice to call all managers by their first name. It is part of the
culture of the organisation. Newcomers are quickly corrected if they do not follow this informal approach.
What would knowing about this convention be classified as in Requirements Engineering?
A. Explicit individual knowledge.
B. Tacit individual knowledge.
C. Explicit corporate knowledge.
D. Tacit corporate knowledge.
Answer: D

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NO.16 In which of the following business analysis areas does the traditional systems analyst role primarily
operate?
A. Quantifying costs and benefits.
B. Defining the needs of the business.
C. Implementing business changes.
D. Specifying IT system requirements.
Answer: D

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NO.17 A stakeholder has been classified as 'some' on both the power/influence and interest axes of a
power/interest grid. Which of the following would be an appropriate way of managing this stakeholder?
A. Keep on side.
B. Keep watching.
C. Keep informed.
D. Keep satisfied.
Answer: A

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NO.18 What does the O' stand for in the CATVVOE analysis?
A. The objectives of the business system under review.
B. The opportunities for change in the business system under review.
C. The organisation of the business system under review.
D. The owner of the business system under review.
Answer: D

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NO.19 Different reactions may be observed when a change to working methods is proposed. These reactions
include:
a. Enthusiasm for the change.
b. Fear of the change.
c. Reduced performance on the job.
d. Reluctant acceptance of the change.
Which of the following represents the typical sequence of these four reactions?
A. b, d, c and a.
B. a, b, c and d.
C. b, c, d and a.
D. a, b, d and c.
Answer: C

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NO.20 Which stage in the waterfall model is considered as several separate stages in the V model?
A. Development.
B. Analysis.
C. Testing.
D. Design.
Answer: C

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NO.1 Which of these elements is part of the preparation stage of implementation?
A.Identifying and assessing software risks and creating a risk register
B.Occasionally completing surprise or ad hoc reviews and audits
C.Highlighting any problems and raising the profile of continued non-conformance
D.Continuously emphasise the importance of the SAM process to all ICT and business personnel.
Answer:A

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NO.2 What method of metering would be BEST suited to a concurrent license based application?
A.Active
B.Selective
C.Non-selective.
D.Passive.
Answer:A

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NO.3 Which of the following BEST describes the objective of the Core Asset Management processes?
A.To maintain information about software assets throughout their lifecycle and to manage the physical
assets related to software
B.To manage all software assets and their licenses.
C.To manage all software and hardware assets
D.To identify and maintain information about all software assets throughout their lifecycle.
Answer:A

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NO.4 For reporting purposes which of the following would you NOT expect to be used to derive SAM reports?
A.DSL
B.CMDB
C.OLA.
D.KEDB.
Answer:C

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NO.5 There is a need to reduce the number of SAM reports produced. Which of the following is the LEAST
necessary?
A.The number of software related calls to the Service Desk
B.The cost of a site licence for existing software
C.The number of deployed licenses for each item of software
D.The number of new software licenses required.
Answer:A

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Exam Code: ISEB-BA1
Exam Name: ISEB (Foundation Certificate in Business Analysis)
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Total Q&A: 160 Questions and Answers
Last Update: 2014-03-11

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NO.1 On a class diagram, what do the multiplicities represent?
A. The number of attributes held within each class.
B. The minimum and maximum number of operations in each class.
C. The minimum and maximum number of objects in each class.
D. The business rules for an association between two classes.
Answer: D

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NO.2 In which of the following business analysis areas does the traditional systems analyst role primarily
operate?
A. Quantifying costs and benefits.
B. Defining the needs of the business.
C. Implementing business changes.
D. Specifying IT system requirements.
Answer: D

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NO.3 What is the first stage of the waterfall systems development lifecycle?
A. Plan.
B. Analysis.
C. Feasibility Study.
D. Strategic Vision.
Answer: C

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NO.4 A well formed requirement is said to comply with which of the following acronyms?
A. MOSCOW.
B. SMART.
C. OSCAR.
D. MOST.
Answer: B

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NO.5 During which stage of the Business Analysis Process Model would a gap analysis be carried out?
A. Define requirements.
B. Analyse needs.
C. Evaluate the options.
D. Investigate situation.
Answer: B

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NO.6 Given the cashflows below, which of the following is correct?
A. The project pays back in year 4 of the project.
B. The project does not pay back within the four year period.
C. The project pays back in year 2 of the project.
D. The project pays back in year 3 of the project.
Answer: B

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NO.7 It has been suggested that five clerical posts can be abolished when a new computer system is
implemented. Under which category of costs or benefits will this be recorded?
A. Tangible costs.
B. Tangible benefits.
C. Intangible costs.
D. Intangible benefits.
Answer: B

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NO.8 Which of the following investigation techniques involves following a user for one or two days in order to
find out what a particular job entails?
A. Scenario analysis.
B. Protocol analysis.
C. Shadowing.
D. Activity sampling.
Answer: C

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NO.9 Business rules define how actions are to be performed. Under which of the following headings are
business rules considered?
A. Explicit or implicit management statements,
B. Statutory and internal policies.
C. Constraints and operational guidance.
D. Negotiable and non-negotiable limitations.
Answer: C

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NO.10 In a particular organisation it is common practice to call all managers by their first name. It is part of the
culture of the organisation. Newcomers are quickly corrected if they do not follow this informal approach.
What would knowing about this convention be classified as in Requirements Engineering?
A. Explicit individual knowledge.
B. Tacit individual knowledge.
C. Explicit corporate knowledge.
D. Tacit corporate knowledge.
Answer: D

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NO.11 The required competencies of a business analyst are classified into three categories.
Which of the following is one of these three categories.?
A. Management Qualities.
B. Business Knowledge.
C. IT Skills
D. Project Skills.
Answer: B

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NO.12 When should benefits realisation be carried out?
A. Immediately at the end of the project.
B. At the beginning of the project.
C. At the end of the finalised feasibility study.
D. Months or years after the end of the project.
Answer: D

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NO.13 A stakeholder has been classified as 'some' on both the power/influence and interest axes of a
power/interest grid. Which of the following would be an appropriate way of managing this
stakeholder?
A. Keep on side.
B. Keep watching.
C. Keep informed.
D. Keep satisfied.
Answer: A

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NO.14 What does the O' stand for in the CATVVOE analysis?
A. The objectives of the business system under review.
B. The opportunities for change in the business system under review.
C. The organisation of the business system under review.
D. The owner of the business system under review.
Answer: D

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NO.15 Which of the following statement is TRUE about the process view of an organisation?
A. It focuses on the customer of the organisation.
B. It focuses solely on the internal view of the organisation.
C. It focuses on the functions of an organisation.
D. It focuses on the organisational structure.
Answer: A

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NO.16 Different reactions may be observed when a change to working methods is proposed. These reactions
include:
a. Enthusiasm for the change.
b. Fear of the change.
c. Reduced performance on the job.
d. Reluctant acceptance of the change.
Which of the following represents the typical sequence of these four reactions?
A. b, d, c and a.
B. a, b, c and d.
C. b, c, d and a.
D. a, b, d and c.
Answer: C

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NO.17 Which stage in the waterfall model is considered as several separate stages in the V model?
A. Development.
B. Analysis.
C. Testing.
D. Design.
Answer: C

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NO.18 Which of the following terms may be used to describe the attitude of a stakeholder who is NOT in favour
of the project but is probably not actively opposed to it?
A. Opponent.
B. Neutral.
C. Critic.
D. Blocker.
Answer: C

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NO.19 A batch program runs every night to raise invoices. The next day these invoices are posted out to
customers by a clerk. Customers pay the invoices with cheques. The cheques are then banked by a clerk.
In this scenario, which of the following represents a business event?
A. System prints invoices.
B. Clerk sends invoices to customers.
C. Customer's cheque is received.
D. Clerk banks the cheque.
Answer: C

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NO.20 As part of an investigation a Business Analyst has devised a form for users of an existing system to use
to keep track of the tasks they undertake during their working day. Which of the following describes this
investigation technique?
A. Special purpose records,
B. Scenario analysis.
C. Questionnaires.
D. Activity sampling.
Answer: A

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Exam Code: ITILF2011
Exam Name: ISEB (The ITIL Foundation - 2011)
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 198 Questions and Answers
Last Update: 2014-03-11

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NO.1 Which of the following BEST describes service strategies value to the business?
A. Allows higher volumes of successful change
B. Reduction in unplanned costs through optimized handling of service outages
C. Reduction in the duration and frequency of service outages
D. Enabling the service provider to have a clear understanding of what levels of service will make
their customers successful
Answer: D

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NO.2 Which of the following would be used to communicate a high level description of a major
change that involved significant cost and risk to the organization?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Answer: A

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NO.3 Which role is responsible for carrying out the activities of a process?
A. Process owner
B. Change manager
C. Service manager
D. Process practitioner
Answer: D

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NO.4 At which stage of the service lifecycle should the processes necessary to operate a new service
be defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
Answer: A

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NO.5 Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
Answer: B

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NO.6 Which two processes will contribute MOST to enabling effective problem detection?
A. Incident and financial management
B. Change and release and deployment management
C. Incident and event management
D. Knowledge and service level management
Answer: C

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NO.7 Which process or function is responsible for monitoring activities and events in the IT
infrastructure?
A. Service level management
B. IT operations management
C. Capacity management
D. Incident management
Answer: B

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NO.8 The design of IT services requires the effective and efficient use of "the four Ps". What are
these four Ps?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
Answer: C

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NO.9 Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often
undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
Answer: A

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NO.10 Which of the following is an objective of business relationship management?
A. To identify patterns of business activity
B. To ensure high levels of customer satisfaction
C. To secure funding to manage the provision of services
D. To ensure strategic plans for IT services exist
Answer: B

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NO.1 Which of the following models would be most useful in helping to define an organizational structure?
A. Service Model
B. Continual Service Improvement (CSI) Model
C. RACI Model
D. Plan, Do, Check, Act (PDCA) Model
Answer: C

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NO.2 The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that will meet business needs
Answer: C

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NO.3 Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty
Answer: C

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NO.4 Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service
Portfolio
D. Ensuring that information within the Service Pipeline is accurate
Answer: D

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NO.5 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 are the Patterns of Business Activity (PBA)?
A. 3 only
B. 1 only
C. 2 only
D. 1, 2 and 3 are all true
Answer: D

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NO.6 A plan for managing the end of a supplier contract should be created when?
A. The contract is being negotiated
B. The contract is about to be ended
C. The Supplier Manager decides that there is a risk the contract might need to end soon
D. The contract has been agreed
Answer: A

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NO.7 Exhibit: * Missing*
Which is the correct combination of Service Management terms across the Lifecycle?
A. 1A, 2B, 3C, 4D
B. 1C, 2D, 3A, 4B
C. 1C, 2B, 3A, 4D
D. 1B, 2C, 3D, 4A
Answer: C

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NO.8 Which of the following statements is INCORRECT?
A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
D. The SKMS can include user skill levels
Answer: A

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NO.9 Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software
Answer: A

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NO.10 Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize
the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
supervisory roles
C. 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
D. 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: B

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NO.11 Which role would you MOST expect to be involved in the management of Underpinning Contracts?
A. Service Catalogue Manager
B. IT Designer/Architect
C. Process Manager
D. Supplier Manager
Answer: D

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NO.12 Effective release and deployment management enables the service provider to add value to the
business by?
A. Ensuring that all assets are accounted for
B. Ensures that the fastest servers are purchased
C. Delivering change, faster and at optimum cost and minimized risk
D. Verifying the accuracy of all items in the configuration management database
Answer: C

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NO.13 What is a RACI model used for.?
A. Defining roles and responsibilities
B. Monitoring services
C. Performance analysis
D. Recording Configuration Items
Answer: A

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NO.14 The group that authorizes changes that must be installed faster than the normal process is called the?
A. Emergency CAB (ECAB)
B. Urgent Change Authority (UCA)
C. Urgent Change Board (UCB)
D. CAB Emergency Committee (CAB/EC)
Answer: A

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NO.15 In which core publication can you find detailed descriptions of Service Level Management, Availability
Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation
Answer: B

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NO.16 The group that reviews Changes that must be installed faster than the normal Change process is
called the:
A. Technical Management (TM)
B. Urgent Change Authority (UCA)
C. Emergency Change Advisory Board (ECAB)
D. Urgent Change Board (UCB)
Answer: C

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NO.17 Which of the following statements is INCORRECT?
A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
B. The SKMS is part of the Configuration Management System (CMS)
C. The SKMS can include data on the performance of the organization
D. The SKMS can include user skill levels
Answer: B

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NO.18 Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider's established policies and guidelines
B. A pre-authorized change that has an accepted and established procedure
C. A change that is made as the result of an audit
D. A change that correctly follows the required change process
Answer: B

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NO.19 Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of Market Spaces
C. The design of new or changed services
D. The design of the technology architecture and management systems
Answer: B

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NO.20 How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to
implement Continual Improvement
C. There should be a single Plan and Do, then Check and Act should be carried out multiple times to
implement Continual Improvement
D. The entire cycle should be repeated multiple times to implement Continual Improvement
Answer: D

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NO.1 Which of the following describes Carbon Neutrality?
A. Eliminating CO2 emissions from product manufacture.
B. Maintaining CO2 emissions at a pre-defined agreed level.
C. Balancing CO2 emissions with an equivalent offset amount.
D. Matching CO2 emissions between defined business areas.
Answer: C

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NO.2 How can you use a Continual Service Improvement Model as part of your green IT programme?
A. To ensure on-going monitoring and feedback through the programme lifecycle.
B. To ensure adequate technical support throughout the programme lifecycle.
C. To ensure agile application development to support the programme lifecycle.
D. To ensure senior management commitment throughout the programme lifecycle.
Answer: A

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NO.3 A Green IT policy should be aligned to which other organizational policy?
a) Performance Management Policy.
b) Sustainability Policy.
c) Equal Opportunities Policy.
d) Environmental Policy.
A. b and d only.
B. a, b and d only.
C. b and c only.
D. b, c and d only.
Answer: A

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NO.4 The Carbon Footprint comprises of both direct and indirect emissions.
Which of the following is an indirect emission?
A. Travelling to the office.
B. Opening a spreadsheet.
C. Disposing of a server.
D. Printing out a report.
Answer: C

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NO.5 Which of the following uses Greenhouse Gas conversion factors to work out CO2 emissions?
A. The ROCI Matrix.
B. The Emissions Reduction Flowchart.
C. The Carbon Footprint Calculator.
D. The Electronic Product Environmental Assessment Tool.
Answer: C

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NO.6 Which of the following is a Framework that can be used to implement Green IT systems?
A. The IT Infrastructure Library.
B. The Environmental Systems Method.
C. The Green Data Centre Toolkit.
D. The Custom Development Framework.
Answer: A

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NO.7 Which of the following is a Framework that can be used to implement Green IT systems?
A. The IT Infrastructure Library.
B. The Environmental Systems Method.
C. The Green Data Centre Toolkit.
D. The Custom Development Framework.
Answer: A

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NO.8 Which of the following is the greatest business challenge facing data centres?
A. The shortened technology refresh cycles of suppliers.
B. The cost of next generation blade servers.
C. The ability to manage all data centres centrally.
D. The increase in data storage requirements.
Answer: D

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NO.9 In which units are the results of a Carbon Footprint Calculation displayed?
A. Dollars.
B. Kilowatts.
C. Tonnes.
D. Litres.
Answer: C

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NO.10 What action can you take to reduce the power consumption of your data centre?
A. Shut down servers out of business hours.
B. Replace small servers with larger ones.
C. Reallocate under-used servers to run active services.
D. Upgrade servers to always run the latest software.
Answer: C

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NO.11 Which of the following actions make a PC more energy efficient?
A. Disabling stand-by settings.
B. Enabling active power management.
C. Enabling active screen savers.
D. Disabling CPU throttling features.
Answer: B

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NO.12 Which document should be created to ensure the implementation of your Green IT policy?
A. The green development plan.
B. The green procurement policy.
C. The green IT action plan.
D. The green building plan.
Answer: C

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NO.13 Which of these is NOT an example of a Carbon Offsetting scheme?
A. Supplying new solar cookers in Indonesia.
B. Providing new for old car tyres in the United Kingdom.
C. Generating hydropower without dams in Fiji.
D. Making electricity from landfill in South Africa.
Answer: B

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NO.14 How much energy is used by monitor when displaying a PC screen saver?
A. The same as a standard office application.
B. Half the power of a standard office application.
C. One third the power of a standard office application.
D. Twice the power of a standard office application.
Answer: A

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NO.15 Which of the following must be measured when calculating the annual energy consumption of a
server?
A. How long the server takes to shut down and reboot.
B. The amount of times the system is upgrading in a year.
C. The energy consumed in different modes of operation.
D. The operating temperature of the server during peak loads.
Answer: C

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NO.16 What should be achieved when setting the scope of an organisation's Green IT Policy.?
A. A definition of what goals are required for the project.
B. A definition of what resources are required for the project.
C. A definition of what people are required for the project.
D. A definition of what activities are required for the project.
Answer: A

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NO.17 What is the first step that an organisation should take to improve its Green IT credentials?
A. Rationalise its Data Centre.
B. Review competitors' green policies.
C. Establish its Green IT policy.
D. Replace its old PCs.
Answer: C

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NO.18 You are monitoring energy usage in the data centre. Which of the following techniques can you use?
a) Data aggregating.
b) Thermal profiling.
c) CPU throttling.
d) Server metering.
A. a and c only.
B. b and d only.
C. b and c only.
D. a and d only.
Answer: B

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NO.19 Which of the following are reasons that Home Working can reduce your carbon footprint?
a) It reduces the travel needed to attend meetings.
b) It reduces the paperwork needed for meetings.
c) It reduces the space needed within the office.
d) It reduces the power consumed during meetings.
A. b and c only.
B. a and d only.
C. a and c only.
D. c and d only.
Answer: B

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NO.20 Which of the following is part of an organisation's direct Carbon Footprint?
A. Financial services.
B. Office refurbishment.
C. Corporate entertaining.
D. Business travel.
Answer: D

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