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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of these is the correct set of steps for the Continual Service Improvement Model?

A) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
B) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C) Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually Improve
D) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;
Did we get there?; How do we keep the momentum going?

2. Which of the following is NOT a purpose of Service Transition?

A) To plan and manage the capacity and resource requirements to manage a release
B) To ensure that a service can be managed, operated and supported
C) To provide training and certification in project management
D) To provide quality knowledge of Change, Release and Deployment Management

3. Which is the BEST definition of a Configuration Item (CI)?

A) Information recorded by the Service Desk when an Incident is reported
B) A collection of information used to describe a hardware or software item
C) An item of hardware or software registered in the asset database
D) An asset, service component or other item that is, or will be, under the control of
Configuration Management

4. Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?
1. Identifying configuration of user desktop PCs when Incidents are logged
2. Control of user desk-top PCs
3. Create and use diagnostic scripts
4. Dashboard type technology

A) 1, 3 and 4 only
B) 2, 3 and 4 only
C) All of the above
D) 1, 2 and 3 only

5. To add value to the business, what are the four reasons to monitor and measure?

A) Plan; Predict; Report; Justify
B) Report; Manage; Improve; Extend
C) Validate; Direct; Justify; Intervene
D) Manage; Monitor; Diagnose; Intervene

Solutions: