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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. What is the BEST description of an Operational Level Agreement (OLA)?

A) An agreement between the service provider and an external organization
B) A document that describes to a customer how services will be operated on a day-to-day basis
C) A document that describes business services to operational staff
D) An agreement between the service provider and another part of the same organization

2. Which of the following is the BEST definition of an Event?

A) The unknown cause of one or more Incidents
B) Any detectable or discernable occurrence that has significance for the management of the
IT infrastructure
C) Reducing or eliminating the cause of an Incident or Problem
D) An unplanned interruption to an IT service

3. How many numbered steps are in the Continual Service Improvement (CSI) process?

A) 11
B) 6
C) 7
D) 4

4. Which role is accountable for a specific service within an organisation?

A) The Service Level Manager
B) The Business Relationship Manager
C) The Service Owner
D) The Service Continuity Manager

5. Which of the following would NOT be a task carried out by the Request Fulfilment process?

A) Provision of information to users and customers about the availability of services and the procedure for obtaining them
B) Provision of information used to compare actual performance against design standards
C) Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
D) The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)

Solutions: