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

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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 questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?

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

2. Which of the following is step 1 in the 7 Step Improvement Process?

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

3. Which of the following is NOT an example of a Service Provider Type?

A) Internal service provider
B) Shared services unit
C) Third-party provider
D) External service provider

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

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

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

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

Solutions: