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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?

A) Taking measurements and recording metrics
B) Baseline assessments
C) Setting measurement targets
D) Service and process improvements

2. Which of the following is concerned with fairness and transparency?

A) Service Level Management
B) Capacity Management
C) Service Strategy
D) Governance

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
2. Control of user desk-top PCs
3. Create and use diagnostic scripts
4. Dashboard type technology

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

4. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

A) Service Level Management
B) Event Management
C) Service Asset and Configuration Management
D) Performance Management

5. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Service Level Management
B) Continual Service Improvement
C) Business Relationship Management
D) Availability Management

Solutions: