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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is NOT an example of a Service Provider Type?

A) External service provider
B) Third-party provider
C) Internal service provider
D) Shared services unit

2. Service Transition contains detailed descriptions of which processes?

A) Change Management, Capacity Management Event Management, Service Request
Management
B) Change Management, Service Asset and Configuration Management, Release and
Deployment Management
C) Service Level Management, Service Portfolio Management, Service Asset and
Configuration Management
D) Service Asset and Configuration Management, Release and Deployment Management,
Request Fulfilment

3. Which of the following should be supported by technology?
1. Verification of Configuration Management System data
2. Control of user desk-tops
3. Creation and use of diagnostic scripts
4. Visibility of overall IT Service performance

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

4. Which process is responsible for low risk, frequently occurring, low cost changes?

A) Request Fulfilment
B) Demand Management
C) Incident Management
D) Release and Deployment Management

5. Which of the following statements is INCORRECTLY assigned to its book?

A) Ensures that organisations are in a position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGY
B) Contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITION
C) Contains guidance on supporting operations through new models and architectures, such as shared services: CONTINUAL SERVICE IMPROVEMENT
D) Provides Guidance for the development of services and service management processes:
SERVICE DESIGN

Solutions: