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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 questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?

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

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

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

3. Which of the following do Service Metrics measure?

A) Infrastructure availability
B) Processes and functions
C) The end to end service
D) Maturity and cost

4. The consideration of business outcomes and value creation are principles of which part of the
Service Lifecycle?

A) Service Design
B) Continual Service Improvement
C) Service Transition
D) Service Strategy

5. Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

A) Review and Close
B) Categorization
C) Prioritization
D) Remediation Planning

Solutions: