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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

Question 1

Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

A. The Service Owner
B. The Request Fulfilment Process Owner
C. The Service Desk Manager
D. The Release Packaging and Build Manager

Question 2

IT Operations Management have been asked by a customer to carry out a non-standard activity that will cause them to miss an agreed service level target. How should they respond?

A. They should escalate this decision to Service Strategy
B. Make a decision based on balancing stability and responsiveness
C. Refuse the request because they must operate the service to meet the agreed service levels
D. Accept the request as they must support customer business outcomes

Question 3

Which of the following are benefits that implementing Service Transition could provide to the business?
1. Ability to adapt quickly to new requirements
2. Reduced cost to design new services
3. Improved success in implementing changes

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

Question 4

Which of the following is the BEST definition of an Event?

A. Reducing or eliminating the cause of an Incident or Problem
B. The unknown cause of one or more Incidents
C. An unplanned interruption to an IT service
D. Any detectable or discernable occurrence that has significance for the management of the
IT infrastructure

Question 5

Which of the following should be supported by technology?
1. Verification of Configuration Management System data
2. Control of user desk-tops
3. Creation and use of diagnostic scripts
4. Visibility of overall IT Service performance

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

Solutions: