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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The BEST definition of an Incident is:

A) An unplanned interruption or reduction in the quality of an IT Service
B) Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
C) An unplanned disruption of service unless there is a backup to that service
D) Any disruption to service whether planned or unplanned

2. Which role would you MOST expect to be involved in the management of Underpinning
Contracts?

A) Process Manager
B) IT Designer/Architect
C) Supplier Manager
D) Service Catalogue Manager

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

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

4. Which of the following are the two primary elements that create value for customers?

A) Value on Investment, Return on Investment
B) Understanding Service Requirements and Warranty
C) Customer and User satisfaction
D) Utility and Warranty

5. One organisation provides and manages an entire business process or function for another organisation. This is known as:

A) Knowledge Process Outsourcing
B) Business Process Management
C) Business Function Outsourcing
D) Business Process Outsourcing

Solutions: