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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The group that reviews Changes that must be installed faster than the normal Change process is called the:

A) Technical Management (TM)
B) Urgent Change Board (UCB)
C) Emergency Change Advisory Board (ECAB)
D) Urgent Change Authority (UCA)

2. What are the three Service Provider business models?

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

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

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

4. Which of the following are goals of Service Operation?
1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2. The successful release of services into the live environment

A) 1 only
B) Both of the above
C) Neither of the above
D) 2 only

5. Defining the processes needed to operate a new service is part of:

A) Service Design: Design the processes
B) Service Operation: IT Operations Management
C) Service Strategy: Develop the offerings
D) Service Transition: Plan and prepare for deployment

Solutions: