ISEB-ITILF by ISEB Valid Free Exam Practice Test

Question 1

Which process is responsible for ensuring that appropriate testing takes place?

A. Knowledge management B. Service asset and configuration management C. Release and deployment management D. Service level management

Correct Answer: C

Question 2

Which one of the following do technology metrics measure?

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

Correct Answer: B

Question 3

What are the categories of events described in the ITIL service operation book?

A. Scheduled, unscheduled, emergency B. Informational, scheduled, normal C. Warning, reactive, proactive D. Informational, warning, exception

Correct Answer: D

Question 4

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A. Critical success factors (CSFs), key performance indicators (KPIs), activities B. Technology, process and service C. Strategic, tactical and operational D. Return on investment (ROI), value on investment (VOI), quality

Correct Answer: B

Question 5

From the perspective of the service provider, who is the person or group that agrees their service targets?

A. The supplier B. The administrator C. The user D. The customer

Correct Answer: D

Question 6

Which one of the following activities is NOT part of the Deming Cycle?

A. Act B. Do C. Plan D. Co-ordinate

Correct Answer: D

Question 7

Which process is responsible for providing the rights to use an IT service?

A. Change management B. Request fulfillment C. Incident management D. Access management

Correct Answer: D

Question 8

Which of the following BEST describes technical management?

A. A function that includes providing technical expertise and overall management of the IT infrastructure B. A function responsibilities for facilities management and building control systems C. Senior managers responsibilities for all staff within the technical support function D. A function that provides hardware repair services for technology involved in the delivery of service to customers

Correct Answer: A

Question 9

Which two elements of financial management for IT services are mandatory?

A. Budgeting and charging B. Budgeting and accounting C. Costing and charging D. Accounting and charging

Correct Answer: B

Question 10

What guidance does ITIL give on the frequency of production of service reporting?

A. Reports should be produced weekly B. Service reporting intervals must be the same for all services C. Reporting intervals should be set by the service provider D. Service reporting intervals must be defined and agreed with the customers

Correct Answer: D

Question 11

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A. Incident management, service desk, request fulfilment, access management, and event management B. Event management, incident management, problem management, request fulfilment, and access management C. Event management, incident management, change management, and access management D. Incident management, problem management, service desk, request fulfilment, and event management

Correct Answer: B

Question 12

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

A. The facilities management function B. Suppliers, manufacturers and vendors C. Internal departments D. Customers

Correct Answer: B

Question 13

Which of the following are within the scope of service asset and configuration management?
1.Identification of configuration items (CIs)
2.Recording relationships between CIs
3.Recording and control of virtual CIs
4.Approving finance for the purchase of software to support service asset and configuration management

A. All of the above B. 3 and 4 only C. 1, 2 and 4 only D. 1, 2 and 3 only

Correct Answer: D

ISEB The Foundation Examination - ITIL® - ISEB-ITILF Exam Practice Test