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Free ISEB-ITILV3F Sample Questions:

Q: 1
Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?
1. Identifying configuration of user desktop PCs when Incidents are logged
2. Control of user desk-top PCs
3. Create and use diagnostic scripts
4. Dashboard type technology
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 2, 3 and 4 only
Answer: B

Q: 2
What does a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
Answer: C

Q: 3
The group that authorizes changes that must be installed faster than the normal process is called the:
A. Technical Management
B. Emergency CAB (ECAB)
C. Urgent Change Board (UCB)
D. Urgent Change Authority (UCA)
Answer: B

Q: 4
Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing technology architectures to support the service
3. Ensuring required contracts and agreements are in place
A. All of the above
B. 2 and 3 only
C. 1 and 2 only
D. 1 and 3 only
Answer: D

Q: 5
Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?
A. Suppliers, manufacturers and vendors
B. Customers
C. Internal departments
D. The Facilities Management function
Answer: A

Q: 6
Which of the following would you expect to find in a contract for an underpinning service?
1. Service vision and mission
2. Service description and scope
3. Responsibilities and dependencies
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. None of the above
Answer: C

Q: 7
Which of the following statements correctly states the relationship between urgency, priority and impact?
A. Impact, priority and urgency are independent of each other
B. Urgency should be based on impact and priority
C. Impact should be based on urgency and priority
D. Priority should be based on impact and urgency
Answer: D

Q: 8
IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
Answer: C

Q: 9
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only
Answer: B

Q: 10
Reliability is a measure of:
A. The availability of a service or component
B. The level of risk that could impact a service or process
C. How long a service or component can perform its function without failing
D. A measure of how quickly a service or component can be restored to normal working
Answer: C

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