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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?

A) Setting measurement targets
B) Service and process improvements
C) Taking measurements and recording metrics
D) Baseline assessments

2. Which of the following is the BEST description of a Service-based Service Level Agreement
(SLA)?

A) An agreement with an individual customer group, covering all the services that they use
B) An agreement that covers one service for a single customer
C) An agreement that covers one service for all users of that service
D) An agreement that covers service specific issues in a multi-level SLA structure

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 process lists "Understanding patterns of business activity" as a major role?

A) Supplier Management
B) Demand Management
C) Request Fulfilment
D) Service Desk

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

Solutions: