ISEB ISEB-ITILV3F : ITIL Foundation Certificate in IT Service Management

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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the following?

A) Service Pipeline and Service Catalogue
B) Markets and Customers
C) Functions and Processes
D) Applications and Infrastructure

2. Which process will regularly analyze Incident data to identify discernable trends?

A) Problem Management
B) Change Management
C) Service Level Management
D) Event Management

3. Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

A) The Service Strategy book
B) The ITIL Complementary Guidance
C) The Service Support book
D) Pocket Guides

4. What would be the next step in the Continual Service Improvement Model (CSI) after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

A) What is the Return On Investment?
B) How much did it cost?
C) How do we keep the momentum going?
D) What is the Value On Investment?

5. Which of the following statements about Incident reporting and logging is CORRECT?

A) Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
B) Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services
C) All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
D) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff

Solutions: