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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Understanding customer usage of services and how this varies over time is part of which process?

A) Service Level Management
B) Demand Management
C) Service Portfolio Management
D) Component Capacity Management

2. Which of the following is NOT a characteristic of a process?

A) Delivers specific results
B) Responds to specific events
C) It is measurable
D) A method of structuring an organization

3. The lifecycle stages of IT Service Continuity Management are?

A) Strategy; Design; Transition; Operation; Continual Improvement
B) Initiation; Requirements and Strategy; Implementation; Ongoing Operation
C) Plan; Do; Check; Act
D) Strategy; Requirements; Planning; Communication; Testing; Invocation

4. Which of the following is a good metric for measuring the effectiveness of Service Level
Management?

A) Average number of daily incidents managed by each service agent
B) Customer satisfaction score
C) Number of services deployed within agreed times
D) Number of services in the Service Portfolio

5. The two main parts of the Service Catalogue are:

A) Service Attributes and Service Capabilities
B) The Business Service Catalogue and the Technical Service Catalogue
C) The Service Portfolio and Retired Services
D) Service Levels and Service Costs

Solutions: