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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. What does a service always deliver to customers?

A) Applications
B) Resources
C) Value
D) Infrastructure

2. In which Service Operation process would a correlation engine most likely be used?

A) Problem Management
B) Event Management
C) Incident Management
D) Request Fulfilment

3. Which of the following activities is carried out in the "Where do we want to be" step of the Continual Service Improvement Model?

A) Aligning the business and IT strategies
B) Defining measurable targets
C) Implementing service and process improvements
D) Creating a baseline

4. The lifecycle stages of IT Service Continuity Management are?

A) Plan; Do; Check; Act
B) Initiation; Requirements and Strategy; Implementation; Ongoing Operation
C) Strategy; Design; Transition; Operation; Continual Improvement
D) Strategy; Requirements; Planning; Communication; Testing; Invocation

5. Which of the following would you expect to find documented in an Incident Model?
1. The Service Level Agreement pertaining to the incident
2. Chronological order of steps to resolve the incident

A) Neither of the above
B) 1 only
C) 2 only
D) Both of the above

Solutions: