ISEB ITIL Foundation Certificate in IT Service Management : ISEB-ITILV3F

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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. What would be the next step in the Continual Service Improvement Model (CSI) after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

A) What is the Return On Investment?
B) How do we keep the momentum going?
C) What is the Value On Investment?
D) How much did it cost?

2. Which of the following is NOT an example of a Service Provider Type?

A) Third-party provider
B) Internal service provider
C) Shared services unit
D) External service provider

3. The MAIN objective of Service Level Management is:

A) To ensure that sufficient capacity is provided to deliver the agreed performance of services
B) To carry out the Service Operations activities needed to support current IT services
C) To create and populate a Service Catalogue
D) To ensure that an agreed level of IT service is provided for all current IT services

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

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

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

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

Solutions: