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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

Question 2

Which of the following do Technology metrics measure?

A. The end to end service
B. Components
C. Customer satisfaction
D. Processes

Question 3

What is the BEST description of an Operational Level Agreement (OLA)?

A. An agreement between the service provider and an external organization
B. A document that describes to a customer how services will be operated on a day-to-day basis
C. An agreement between the service provider and another part of the same organization
D. A document that describes business services to operational staff

Question 4

Which Functions are included in IT Operations Management?

A. Technical Management and Application Management
B. Facilities Management and Technical Management
C. IT Operations Control and Facilities Management
D. Network Management and Application Management

Question 5

Which process is responsible for providing the right to use an IT Service?

A. Request Fulfilment
B. Incident Management
C. Access Management
D. Change Management

Solutions: