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

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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

A) Event Management
B) Performance Management
C) Service Level Management
D) Service Asset and Configuration Management

2. Which function is responsible for the closure of an Incident record?

A) Event Management
B) The Service Desk only
C) Either the Service Desk or an appropriate third party engineer
D) Any appropriate function

3. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure processes and functions; Technology metrics measure server and network availability
B) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
C) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
D) Service metrics measure the end to end service; Technology metrics measure individual components

4. Understanding customer usage of services and how this varies over time is part of which process?

A) Component Capacity Management
B) Service Portfolio Management
C) Service Level Management
D) Demand Management

5. Who owns the specific costs and risks associated with providing a service?

A) The Customer
B) The Finance department
C) The Service Provider
D) The Service Level Manager

Solutions: