ISEB ISEB Certification ISEB-ITILV3F

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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which is the CORRECT list for the three levels of a multi level Service Level Agreement
(SLA)?

A) Technology, Customer, User
B) Service, User, IT
C) Corporate, Customer, Technology
D) Corporate, Customer, Service

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

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

3. A Known Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A) No, a Known Error must be raised at the same time as a problem
B) Yes
C) No, the workaround must be found before a Known Error is created
D) No, a Known Error can only be raised after the permanent resolution has been implemented

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 Change Manager
C) The Configuration Manager
D) The Service Level Manager

5. How many numbered steps are in the Continual Service Improvement (CSI) process?

A) 11
B) 4
C) 6
D) 7

Solutions: