ISEB ISEB-ITILV3F

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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. The MAIN purpose of the Service Portfolio is to describe services in terms of?

A) Business Value
B) Functionality
C) Service Level Requirements
D) IT Assets

3. 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

4. The BEST Processes to automate are those that are?

A) Carried out by lots of people
B) Simple and well understood
C) Critical to the success of the business mission
D) Carried out by Service Operations

5. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Implement
B) Measure
C) Perform
D) Do

Solutions: