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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

A) 2, 3 and 4 only
B) 1, 3 and 4 only
C) 1, 2 and 3 only
D) 1, 2 and 4 only

2. Which one of the following activities does application management perform?

A) Deciding who the vendor of the storage devices will be
B) Agreeing the service levels for the service supported by the application
C) Ensuring that the required functionality is available to achieve the required business outcome
D) Defining where the vendor of an application should be located

3. What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To design and build processes that will meet business needs
B) To decide how IT will engage with suppliers during the service lifecycle
C) To proactively prevent all outages to IT services
D) To deliver and manage IT services at agreed levels to business users and customers

4. Which of the following is NOT a source of best practice?

A) Standards
B) Academic research
C) Internal experience
D) Technology

5. What is the PRIMARY process for strategic communication with the service provider's customers?

A) Business relationship management
B) Service catalogue management
C) Service portfolio management
D) Service desk

Solutions: