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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

Question 1

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A. Continual Service Improvement
B. Service Operation
C. Service Strategy
D. Service Transition

Question 2

In which document will the customers' initial service targets be documented before the Service
Level Agreement (SLA) is produced?

A. Configuration Management Database (CMDB)
B. Operational Level Agreement (OLA)
C. Service Catalogue
D. Service Level Requirements (SLR)

Question 3

Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the following?

A. Markets and Customers
B. Applications and Infrastructure
C. Service Pipeline and Service Catalogue
D. Functions and Processes

Question 4

The Supplier Management process includes:
1. Service Design activities, to ensure that contracts will be able to support the service requirements
2. Service Operation activities, to monitor and report supplier achievements
3. Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

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

Question 5

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

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

Solutions: