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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

Question 1

Which process lists "Understanding patterns of business activity" as a major role?

A. Request Fulfilment
B. Supplier Management
C. Service Desk
D. Demand Management

Question 2

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. 3 only
C. 1 only
D. All of the above

Question 3

Which of the following is the CORRECT definition of a Release Unit?

A. A function described within service transition
B. The team of people responsible for implementing a release
C. A measurement of cost
D. The portion of a service or IT infrastructure that is normally released together

Question 4

Which of the following is NOT a characteristic of a process?

A. A method of structuring an organization
B. Responds to specific events
C. It is measurable
D. Delivers specific results

Question 5

Order the following Continual Service Improvement (CSI) implementation steps into the
CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement

A. 3-1-2-4
B. 2-3-4-1
C. 3-4-2-1
D. 1-3-2-4

Solutions: