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. Understanding customer usage of services and how this varies over time is part of which process?

A) Demand Management
B) Component Capacity Management
C) Service Level Management
D) Service Portfolio Management

2. Which of the following would NOT trigger Service Level Management activity?

A) Changes in strategy or policy
B) Standard Changes
C) Service breaches
D) Service review meetings

3. Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A) 2, 3 and 4 only
B) 1, 3 and 4 only
C) 1, 2 and 3 only
D) 1, 2 and 4 only

4. Which of the following is one of the PRIMARY objectives of Service Strategy?

A) To transform Service Management into a strategic asset
B) To underscore the importance of services in the global economy
C) To provide detailed specifications for the design of IT services
D) To design and build processes that will meet business needs

5. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Perform
B) Do
C) Implement
D) Measure

Solutions: