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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Availability management is directly responsible for the availability of which of the following?

A) Components and business processes
B) IT services, components and business processes
C) IT services and business processes
D) IT services and components

2. Which of the following is NOT a valid objective of problem management?

A) To prevent problems and their resultant Incidents
B) To manage problems throughout their lifecycle
C) To eliminate recurring incidents
D) To restore service to a user

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

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

4. Which of the following BEST describes a problem?

A) The cause of one or more incidents
B) The cause of two or more incidents
C) A serious incident which has a critical impact to the business
D) An issue reported by a user

5. Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A) Service level management
B) Financial management
C) Demand management
D) Risk management

Solutions: