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

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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is NOT an example of a Service Provider Type?

A) Third-party provider
B) Internal service provider
C) External service provider
D) Shared services unit

2. Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers

A) None of the above
B) 1, 2 and 3 only
C) 2, 3 and 4 only
D) 1, 3 and 4 only

3. Which of the following is the BEST description of a Service-based Service Level Agreement
(SLA)?

A) An agreement that covers service specific issues in a multi-level SLA structure
B) An agreement that covers one service for all users of that service
C) An agreement that covers one service for a single customer
D) An agreement with an individual customer group, covering all the services that they use

4. Reliability is a measure of:

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

5. IT Operations Management have been asked by a customer to carry out a non-standard activity that will cause them to miss an agreed service level target. How should they respond?

A) Refuse the request because they must operate the service to meet the agreed service levels
B) Accept the request as they must support customer business outcomes
C) They should escalate this decision to Service Strategy
D) Make a decision based on balancing stability and responsiveness

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