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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

A) Perform an activity
B) Tell others about the progress of an activity
C) Manage an activity
D) Be kept up to date on the progress of an activity

2. Which is the CORRECT list for the three levels of a multi level Service Level Agreement
(SLA)?

A) Corporate, Customer, Technology
B) Technology, Customer, User
C) Service, User, IT
D) Corporate, Customer, Service

3. Which of the following provides resources to resolve operational and support issues during
Release and Deployment?

A) Early Life Support
B) Service Test Manager
C) Evaluation
D) Release Packaging and Build Manager

4. IT Operations Management have been asked by a customer to carry out a non-standard activity that will cause them to miss an agreed service level target. How should they respond?

A) Refuse the request because they must operate the service to meet the agreed service levels
B) Accept the request as they must support customer business outcomes
C) They should escalate this decision to Service Strategy
D) Make a decision based on balancing stability and responsiveness

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

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

Solutions: