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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The BEST Processes to automate are those that are?

A) Critical to the success of the business mission
B) Carried out by Service Operations
C) Simple and well understood
D) Carried out by lots of people

2. What are the three Service Provider business models?

A) Internal Service provider, External Service provider, Outsourced 3rd Party
B) Internal Service provider, External Service provider, Shared Service Provider
C) Internal Service provider, Outsourced 3rd party and Off-shore party
D) Internal Service Operations provider, External Service Operations provider, Shared Service
Unit

3. Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A) 1, 2 and 3 only
B) 1, 2 and 4 only
C) 2, 3 and 4 only
D) 1, 3 and 4 only

4. Which of the following statements is CORRECT?

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

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

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

Solutions: