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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 are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A) 1, 2 and 4 only
B) 2, 3 and 4 only
C) 1, 3 and 4 only
D) 1, 2 and 3 only

2. A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:

A) Low Utility and High Warranty
B) Low Utility and Low Warranty
C) High Utility and Low Warranty
D) High Utility and High Warranty

3. To add value to the business, what are the four reasons to monitor and measure?

A) Report; Manage; Improve; Extend
B) Manage; Monitor; Diagnose; Intervene
C) Validate; Direct; Justify; Intervene
D) Plan; Predict; Report; Justify

4. Which of the following is step 1 in the 7 Step Improvement Process?

A) Where are we now?
B) Identify gaps in Service Level Agreement (SLA achievement
C) Prepare for action
D) Define what you should measure

5. Which of the following BEST describes a Service Request?

A) Any request or demand that is entered by a user via a Self-Help web-based interface
B) Anything that the customer wants and is prepared to pay for
C) A request from a User for information or advice, or for a Standard Change
D) Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting

Solutions: