ITILF ISEB Exam Questions and Free Practice Test

To add value to the business, what are the four reasons to monitor and measure?

A. Validate; Direct; Justify; Improve

B. Evaluate; Diagnose; Justify; Intervene

C. Validate; Direct; Justify; Intervene

D. Evaluate; Direct; Justify; Improve

Correct Answer:C

The BEST processes to automate are those that are:

A. Carried out by Service Operations

B. Carried out by lots of people

C. Critical to the success of the business mission

D. Simple and well understood

Correct Answer:D

Which of the following is the BEST description of a service-based service level agreement (SLA)?

A. The SLA covers one service, for all the customers of that service

B. The SLA covers an individual customer group for all services they use

C. An SLA that covers all customers for all services

D. An SLA for a service with no customers

Correct Answer:A

Which of the following activities is NOT a part of the Derning Cycle?

A. Act

B. Plan

C. Do

D. Co-ordinate

Correct Answer:D

Reference: http://itilblues.wordpress.com/2010/03/10/mush-and-room-6-the-deming-cycle/

Which is the first step in the 7 Step Improvement Process?

A. Prepare for action

B. Define what you should measure

C. Identify gaps in Service Level Agreement (SLA) achievement

D. Where are we now?

Correct Answer:B

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A. Do

B. Perform

C. Implement

D. Measure

Correct Answer:A

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