ISEB ISEB-ITILV3F

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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Where should details of a Workaround always be documented?

A) The Service Level Agreement (SLA)
B) The IT Service Continuity Plan
C) The Availability Management Information System
D) The Problem Record

2. What are the key processes within Service Operation?

A) Event Management, Incident Management, Request Fulfilment and Access Management
B) Event Management, Incident and Problem Management, Request Fulfilment and Access
Management
C) Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management
D) Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management

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

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

4. Which of the following is a good metric for measuring the effectiveness of Service Level
Management?

A) Number of services in the Service Portfolio
B) Average number of daily incidents managed by each service agent
C) Number of services deployed within agreed times
D) Customer satisfaction score

5. Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing technology architectures to support the service
3. Ensuring required contracts and agreements are in place

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

Solutions: