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

2. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

A) Service Asset and Configuration Management
B) Service Level Management
C) Event Management
D) Performance Management

3. Service Transition contains detailed descriptions of which processes?

A) Change Management, Service Asset and Configuration Management, Release and
Deployment Management
B) Service Asset and Configuration Management, Release and Deployment Management,
Request Fulfilment
C) Service Level Management, Service Portfolio Management, Service Asset and
Configuration Management
D) Change Management, Capacity Management Event Management, Service Request
Management

4. 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, Outsourced 3rd party and Off-shore party
D) Internal Service provider, External Service provider, Outsourced 3rd Party

5. Order the following Continual Service Improvement (CSI) implementation steps into the
CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement

A) 3-1-2-4
B) 1-3-2-4
C) 2-3-4-1
D) 3-4-2-1

Solutions: