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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following statements is CORRECT?

A) Service owners are as important to service management as process owners
B) Service owners are more important to service management than process owners
C) Process owners and service owners are not required within the same organization
D) Process owners are more important to service management than service owners

2. What is the BEST description of the purpose of Service Operation?

A) To proactively prevent all outages to IT Services
B) To deliver and manage IT Services at agreed levels to business users and customers
C) To design and build processes that will meet business needs
D) To decide how IT will engage with suppliers during the Service Management Lifecycle

3. Which of the following is NOT a responsibility of the Service Design Manager?

A) Design and maintain all necessary Service Transition packages
B) Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation
C) Measuring the effectiveness and efficiency of Service Design and the supporting processes
D) Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

4. Which is the BEST definition of a Configuration Item (CI)?

A) An item of hardware or software registered in the asset database
B) An asset, service component or other item that is, or will be, under the control of
Configuration Management
C) Information recorded by the Service Desk when an Incident is reported
D) A collection of information used to describe a hardware or software item

5. Which of the following is NOT an objective of Problem Management?

A) Preventing Problems and resulting Incidents from happening
B) Minimising the impact of Incidents that cannot be prevented
C) Eliminating recurring Incidents
D) Restoring normal service operation as quickly as possible and minimising adverse impact on the business

Solutions: