ITIL Foundation Certificate in IT Service Management (ISEB-ITILV3F) Free Practice Test

Question 1

In which Service Operation process would a correlation engine most likely be used?

A. Problem Management

B. Event Management

C. Incident Management

D. Request Fulfilment

Correct Answer: B

Question 2

Which of the following is NOT the responsibility of the Service Catalogue Manager?

A. Ensuring that information in the Service Catalogue is consistent with information in the
Service Portfolio

B. Ensuring that information in the Service Catalogue is accurate

C. Ensuring that all operational services are recorded in the Service Catalogue

D. Ensuring that information within the Service Pipeline is accurate

Correct Answer: D

Question 3

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

A. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

B. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

C. Service metrics measure the end to end service; Technology metrics measure individual components

D. Service metrics measure processes and functions; Technology metrics measure server and network availability

Correct Answer: C

Question 4

What are the key processes within Service Operation?

A. Event Management, Incident Management, Request Fulfilment and Access Management

B. Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management

C. Event Management, Incident and Problem Management, Request Fulfilment and Access
Management

D. Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management

Correct Answer: C

Question 5

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

A. Functionality

B. Business Value

C. IT Assets

D. Service Level Requirements

Correct Answer: B

Question 6

Which of the following would you expect to find in a contract for an underpinning service?
1. Service vision and mission
2. Service description and scope
3. Responsibilities and dependencies

A. None of the above

B. 1 and 2 only

C. 1 and 3 only

D. 2 and 3 only

Correct Answer: D

Question 7

Which of the following statements about Incident reporting and logging is CORRECT?

A. Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services

B. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

D. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff

Correct Answer: D

Question 8

Which processes review Underpinning Contracts on a regular basis?

A. Supplier Management and Service Level Management

B. Demand Management and Service Level Management

C. Supplier Management and Demand Management

D. Supplier Management, Demand Management and Service Level Management

Correct Answer: A

Question 9

Which of the following would NOT trigger Service Level Management activity?

A. Changes in strategy or policy

B. Standard Changes

C. Service breaches

D. Service review meetings

Correct Answer: B

Question 10

The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

A. It provides guidance to specific industry sectors and types of organization

B. It consists of five publications

C. It provides the guidance necessary for an integrated approach as required by ISO/IEC
20000

D. It is also structured around the Service Lifecycle

Correct Answer: A

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ISEB ITIL Foundation Certificate in IT Service Management (ISEB-ITILV3F) Free Practice Test