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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 INCORRECTLY assigned to its book?

A) Contains guidance on supporting operations through new models and architectures, such as shared services: CONTINUAL SERVICE IMPROVEMENT
B) Provides Guidance for the development of services and service management processes:
SERVICE DESIGN
C) Contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITION
D) Ensures that organisations are in a position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGY

2. In which Service Operation process would a correlation engine most likely be used?

A) Event Management
B) Request Fulfilment
C) Incident Management
D) Problem Management

3. Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing technology architectures to support the service
3. Ensuring required contracts and agreements are in place

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

4. Which of the following is NOT an aim of the Change Management process?

A) Standardised methods and procedures are used for efficient and prompt handling of all
Changes
B) All budgets and expenditures are accounted for
C) All changes to Service Assets and Configuration Items (CIs) are recorded in the
Configuration Management system
D) Overall business risk is optimised

5. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure processes and functions; Technology metrics measure server and network availability
B) Service metrics measure the end to end service; Technology metrics measure individual components
C) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
D) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

Solutions: