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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 Availability Management activities are considered to be proactive as opposed to reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability

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

2. Which process is responsible for recording relationships between service components?

A) Incident Management
B) Service Level Management
C) Service Asset and Configuration Management
D) Service Portfolio Management

3. When should tests for a new service be designed?

A) At the same time as the service is designed
B) Before the service is designed
C) As part of Service Transition
D) After the service has been designed, before the service is handed over to Service Transition

4. Hierarchic escalation is best described as?

A) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
B) Notifying more senior levels of management about an Incident
C) Passing an Incident to people with a greater level of technical skill
D) Failing to meet the Incident resolution times specified in a Service Level Agreement

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

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

Solutions: