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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 providing the right to use an IT Service?

A) Access Management
B) Incident Management
C) Request Fulfilment
D) Change Management

2. Which of the following are the two primary elements that create value for customers?

A) Understanding Service Requirements and Warranty
B) Customer and User satisfaction
C) Utility and Warranty
D) Value on Investment, Return on Investment

3. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

A) Both of the above
B) 1 only
C) Neither of the above
D) 2 only

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

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

5. 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

Solutions: