ISEB-ITILV3F Exam Training Practice Tests (ISEB ITIL Foundation Certificate in IT Service Management)]

Question 1

Which of the following would you expect to find documented in an Incident Model?
1. The Service Level Agreement pertaining to the incident
2. Chronological order of steps to resolve the incident

A. 2 only B. 1 only C. Both of the above D. Neither of the above

Correct Answer: A

Question 2

Which of the following is NOT a benefit of using public frameworks and standards?

A. They are validated across a wide range of environments making them more robust B. They make collaboration between organizations easier by giving a common language C. They are always free ensuring they can be implemented quickly D. Knowledge of public frameworks is more likely to be widely distributed

Correct Answer: C

Question 3

What is the BEST description of the purpose of Service Operation?

A. To design and build processes that will meet business needs B. To decide how IT will engage with suppliers during the Service Management Lifecycle C. To proactively prevent all outages to IT Services D. To deliver and manage IT Services at agreed levels to business users and customers

Correct Answer: D

Question 4

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

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

Correct Answer: D

Question 5

One of the five major aspects of Service Design is the design of service solutions. Which of the following does this include?

A. Only requirements needed and agreed B. Requirements, resources and capabilities needed and agreed C. Only resources and capabilities needed D. Only capabilities needed and agreed

Correct Answer: B

Question 6

Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?
1. Identifying configuration of user desktop PCs when Incidents are logged
2. Control of user desk-top PCs
3. Create and use diagnostic scripts
4. Dashboard type technology

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

Correct Answer: D

Question 7

What is the BEST description of the purpose of Service Operation?

A. To design and build processes that will meet business needs B. To decide how IT will engage with suppliers during the Service Management Lifecycle C. To proactively prevent all outages to IT Services D. To deliver and manage IT Services at agreed levels to business users and customer

Correct Answer: D

Question 8

What would you use the seven Rs of Change Management for?

A. To assist with the impact analysis for a Change request B. To review changes after they have been implemented C. To act as a framework for implementing a Change D. To allocate the roles and responsibilities during the Change Management process

Correct Answer: A

Question 9

Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A. 1, 2 and 3 only B. 2, 3 and 4 only C. 1, 3 and 4 only D. 1, 2 and 4 only

Correct Answer: D

Question 10

Which process will regularly analyze Incident data to identify discernable trends?

A. Event Management B. Problem Management C. Service Level Management D. Change Management

Correct Answer: B

Question 11

A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

A. Tell others about the progress of an activity B. Perform an activity C. Be kept up to date on the progress of an activity D. Manage an activity

Correct Answer: C

Question 12

A Service Level Agreement (SLA) is:

A. An agreement between the Service Provider and their customer B. An agreement between a Service Provider and an external supplier C. An agreement between the Service Provider and an internal organisation D. The part of a contract that specifies responsibilities of each party

Correct Answer: A

Question 13

Which of these statements about Assets, Resources and Capabilities is MOST accurate?

A. Capabilities and Resources are both ways of using Assets B. Resources are types of Asset and Capabilities are ways of using Assets C. Resources and Capabilities are both types of Asset D. Capabilities are types of Asset and Resources are ways of using Assets

Correct Answer: C

ISEB ITIL Foundation Certificate in IT Service Management - ISEB-ITILV3F Exam Practice Test