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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 options is a hierarchy that is used in Knowledge Management?

A) Data - Information - Knowledge - Wisdom
B) Information - Data - Knowledge - Wisdom
C) Wisdom - Information - Data - Knowledge
D) Knowledge - Wisdom - Information - Data

2. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Do
B) Measure
C) Perform
D) Implement

3. In which document will the customers' initial service targets be documented before the Service
Level Agreement (SLA) is produced?

A) Service Catalogue
B) Configuration Management Database (CMDB)
C) Operational Level Agreement (OLA)
D) Service Level Requirements (SLR)

4. Which process will regularly analyze Incident data to identify discernable trends?

A) Event Management
B) Problem Management
C) Service Level Management
D) Change Management

5. Which of the following statements is INCORRECTLY assigned to its book?

A) Contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITION
B) Ensures that organisations are in a position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGY
C) Contains guidance on supporting operations through new models and architectures, such as shared services: CONTINUAL SERVICE IMPROVEMENT
D) Provides Guidance for the development of services and service management processes:
SERVICE DESIGN

Solutions: