ISEB ISEB-ITILV3F

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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

Question #1
How many people should be accountable for a process as defined in the RACI model?

A. As many as necessary to complete the activity
B. Two - the process owner and the process enactor
C. Only one - the process architect
D. Only one - the process owner

Question #2
Which of the following would NOT be a task carried out by the Request Fulfilment process?

A. Provision of information to users and customers about the availability of services and the procedure for obtaining them
B. Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
C. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
D. Provision of information used to compare actual performance against design standards

Question #3
Major Incidents require:

A. Less documentation
B. Longer timescales
C. Less urgency
D. Separate procedures

Question #4
Which of the following is step 1 in the 7 Step Improvement Process?

A. Where are we now?
B. Define what you should measure
C. Prepare for action
D. Identify gaps in Service Level Agreement (SLA achievement

Question #5
The MAIN purpose of the Service Portfolio is to describe services in terms of?

A. Business Value
B. Functionality
C. Service Level Requirements
D. IT Assets

Solutions: