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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

Question 1

The two main parts of the Service Catalogue are:

A. Service Attributes and Service Capabilities
B. Service Levels and Service Costs
C. The Service Portfolio and Retired Services
D. The Business Service Catalogue and the Technical Service Catalogue

Question 2

What are the key processes within Service Operation?

A. Event Management, Incident Management, Request Fulfilment and Access Management
B. Event Management, Incident and Problem Management, Request Fulfilment and Access
Management
C. Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management
D. Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management

Question 3

Which of the following is the CORRECT description of the Seven R's of Change
Management?

A. A set of questions that should be asked when reviewing the success of a recent Change
B. A seven step process for releasing Changes into production
C. A definition of the roles and responsibilities required for Change Management
D. A set of questions that should be asked to help understand the impact of Changes

Question 4

The consideration of business outcomes and value creation are principles of which part of the
Service Lifecycle?

A. Service Strategy
B. Service Transition
C. Continual Service Improvement
D. Service Design

Question 5

The BEST definition of an Incident is:

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

Solutions: