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

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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 is NOT a purpose of Service Transition?

A) To provide quality knowledge of Change, Release and Deployment Management
B) To provide training and certification in project management
C) To ensure that a service can be managed, operated and supported
D) To plan and manage the capacity and resource requirements to manage a release

2. Which of the following is a responsibility of Supplier Management?

A) Development, negotiation and agreement of the Service Portfolio
B) Development, negotiation and agreement of Service Level Agreements
C) Development, negotiation and agreement of contracts
D) Development, negotiation and agreement of Organisational Level Agreements

3. A change process model should include:
1. The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

A) 1 and 2 only
B) 1, 2 and 3 only
C) All of the above
D) 1, 2 and 4 only

4. How many people should be accountable for a process as defined in the RACI model?

A) As many as necessary to complete the activity
B) Only one - the process architect
C) Only one - the process owner
D) Two - the process owner and the process enactor

5. Which is the CORRECT list for the three levels of a multi level Service Level Agreement
(SLA)?

A) Service, User, IT
B) Technology, Customer, User
C) Corporate, Customer, Technology
D) Corporate, Customer, Service

Solutions: