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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 is NOT an example of Self-Help capabilities?

A) Requirement to always call the service desk for service requests
B) A direct interface into the back-end process-handling software
C) Menu-driven range of self help and service requests
D) Web front-end

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

A) Design and maintain all necessary Service Transition packages
B) Measuring the effectiveness and efficiency of Service Design and the supporting processes
C) 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
D) Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

3. What are the three Service Provider business models?

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

4. 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) 2 and 3 only
B) 1 and 3 only
C) 1 and 2 only
D) All of the above

5. Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics

A) 1 only
B) 2 and 3 only
C) All of the above
D) 1, 2 and 4 only

Solutions: