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ITIL ISEB-ITILV3F Exam
ITIL Foundation Certificate in IT Service Management (Page 4 )

Updated On: 7-Feb-2026
Page 4 of 34
PDF with 162 Questions

Which of the following are the two primary elements that create value for customers?

  1. Value on Investment, Return on Investment
  2. Customer and User satisfaction
  3. Understanding Service Requirements and Warranty
  4. Utility and Warranty

Answer(s): D



The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

  1. It is also structured around the Service Lifecycle
  2. It provides guidance to specific industry sectors and types of organization
  3. It consists of five publications
  4. It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000

Answer(s): B



The MAIN objective of Service Level Management is:

  1. To carry out the Service Operations activities needed to support current IT services
  2. To ensure that sufficient capacity is provided to deliver the agreed performance of services
  3. To create and populate a Service Catalogue
  4. To ensure that an agreed level of IT service is provided for all current IT services

Answer(s): D



Which of the following statements BEST describes a Definitive Media Library (DML)?

  1. A secure location where definitive hardware spares are held
  2. A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected
  3. A database that contains definitions of all media Configuration Items (CIs)
  4. A secure library where definitive authorised versions of all software and back-ups are stored and protected

Answer(s): B



Major Incidents require:

  1. Separate procedures
  2. Less urgency
  3. Longer timescales
  4. Less documentation

Answer(s): A






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