ISEB ITIL Foundation Certificate in IT Service Management : ISEB-ITILV3F

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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure processes and functions; Technology metrics measure server and network availability
B) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
C) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
D) Service metrics measure the end to end service; Technology metrics measure individual components

2. The Definitive Media Library and Definitive Spares are the responsibility of:

A) Request Fulfilment
B) Facilities Management
C) Access Management
D) Service Asset and Configuration Management

3. Which of the following statements correctly states the relationship between urgency, priority and impact?

A) Impact should be based on urgency and priority
B) Impact, priority and urgency are independent of each other
C) Priority should be based on impact and urgency
D) Urgency should be based on impact and priority

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

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

5. Within Service Design, what is the key output handed over to Service Transition?

A) Service Portfolio Design
B) Measurement, methods and metrics
C) Service Design Package
D) Process definitions

Solutions: