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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Reliability is a measure of:

A) How long a service or component can perform its function without failing
B) The level of risk that could impact a service or process
C) The availability of a service or component
D) A measure of how quickly a service or component can be restored to normal working

2. The BEST Processes to automate are those that are?

A) Carried out by lots of people
B) Carried out by Service Operations
C) Critical to the success of the business mission
D) Simple and well understood

3. Which of the following does the Availability Management process include:
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

A) 1 and 3 only
B) 1 and 2 only
C) 1 only
D) All of the above

4. Which of the following do Technology metrics measure?

A) The end to end service
B) Customer satisfaction
C) Components
D) Processes

5. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

A) Manage an activity
B) Perform an activity
C) Tell others about the progress of an activity
D) Be kept up to date on the progress of an activity

Solutions: