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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is the BEST description of a Service-based Service Level Agreement
(SLA)?

A) An agreement that covers one service for all users of that service
B) An agreement with an individual customer group, covering all the services that they use
C) An agreement that covers one service for a single customer
D) An agreement that covers service specific issues in a multi-level SLA structure

2. Identify the input to the Problem Management process

A) Request for Change
B) Incident Records
C) New Known Errors
D) Problem Resolution

3. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Business Relationship Management
B) Continual Service Improvement
C) Availability Management
D) Service Level Management

4. Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

A) The Information Security Manager
B) The Service Level Manager
C) The Configuration Manager
D) The Change Manager

5. To add value to the business, what are the four reasons to monitor and measure?

A) Report; Manage; Improve; Extend
B) Validate; Direct; Justify; Intervene
C) Manage; Monitor; Diagnose; Intervene
D) Plan; Predict; Report; Justify

Solutions: