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

A. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

B. Incidents reported by technical staff must also be logged as problems

C. All calls to the service desk must be logged as incidents

D. Incidents can only be reported by users

A. The result of carrying out an activity, following a process or delivering an IT service

B. All incidents reported to the service desk

C. All the accumulated knowledge of the service provider

D. The results specific to the clauses in a service level agreement (SLA)

A. Customer and user satisfaction

B. Service requirements and warranty

C. Resources and capabilities

D. Value on investment (VOI) and return on investment (ROI)

A. Service management

B. Incident management

C. Resource management

D. Service support

A. Describes how the configuration items (CIs) work together to deliver the services

B. Defines how version numbers should be used in a release

C. Defines which software should be installed on a particular piece of hardware

D. Describes the topography of the hardware

A. Metrics

B. Functions

C. Roles

D. Inputs and outputs

A. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

B. Review and analyze Service Level Achievement results

C. Conduct activities to deliver and manage services at agreed levels to business users

D. Identify activities to improve the efficiency of service management processes

A. 1 and 2 only

B. 1 and 3 only

C. 2 and 3 only

D. All of the above

A. Continual service improvement

B. Service operation

C. Service transition

D. Service design