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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The Left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?

A) Performance and capacity requirements of services and IT infrastructure
B) The business value that can be expected from a given service
C) Roles and responsibilities required for an effective service management implementation
D) Validation and Testing

2. Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?

A) Suppliers, manufacturers and vendors
B) Customers
C) The Facilities Management function
D) Internal departments

3. In which document will the customers' initial service targets be documented before the Service
Level Agreement (SLA) is produced?

A) Service Level Requirements (SLR)
B) Configuration Management Database (CMDB)
C) Service Catalogue
D) Operational Level Agreement (OLA)

4. Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of
Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?

A) Service Design B.
Service Strategy C.
Service Operation
B) Continual Service Improvement

5. Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics

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

Solutions: