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ISEB-ITILV3F - ITIL Foundation Certificate in IT Service Management - Dump Information

Vendor : ISEB
Exam Code : ISEB-ITILV3F
Exam Name : ITIL Foundation Certificate in IT Service Management
Questions and Answers : 162 Q & A
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ISEB-ITILV3F Questions and Answers

Pass4sure ISEB-ITILV3F Dumps with Real Questions & Practice Test


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

  1. 1, 2 and 4 only

  2. 1, 2 and 3 only

  3. 2, 3 and 4 only

  4. 1, 3 and 4 only

    Answer: C

    QUESTION: 145

    Which of the following are benefits that implementing Service Transition could provide to the business?

    1. Ability to adapt quickly to new requirements

    2. Reduced cost to design new services

    3. Improved success in implementing changes

      1. 1 and 2 only

      2. 2 and 3 only

      3. 1 and 3 only

      4. All of the above

Answer: C


In which Service Operation process would a correlation engine most likely be used?

  1. Problem Management

  2. Event Management

  3. Incident Management

  4. Request Fulfilment

Answer: B


The group that reviews Changes that must be installed faster than the normal Change process is called the:

  1. Technical Management (TM)

  2. Emergency Change Advisory Board (ECAB)

  3. Urgent Change Board (UCB)

  4. Urgent Change Authority (UCA)

Answer: B


Which of these statements about Resources and Capabilities is CORRECT?

  1. Resources are types of Service Asset and Capabilities are not

  2. Resources and Capabilities are both types of Service Asset

  3. Capabilities are types of Service Asset and Resources are not

  4. Neither Capabilities nor Resources are types of Service Asset

Answer: B


How many people should be accountable for a process as defined in the RACI model?

  1. As many as necessary to complete the activity

  2. Only one - the process owner

  3. Two - the process owner and the process enactor

  4. Only one - the process architect

Answer: B


Hierarchic escalation is best described as?

  1. Notifying more senior levels of management about an Incident

  2. Passing an Incident to people with a greater level of technical skill

  3. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

  4. Failing to meet the Incident resolution times specified in a Service Level Agreement

Answer: A


Where should details of a Workaround always be documented?

  1. The Service Level Agreement (SLA)

  2. The Problem Record

  3. The Availability Management Information System

  4. The IT Service Continuity Plan

Answer: B


Access Management is closely related to which other processes?

  1. Availability Management only

  2. Information Security Management and 3rd line support

  3. Information Security Management and Availability Management

  4. Information Security Management only

Answer: C


Which of these would fall outside the scope of a typical service Change Management process?

  1. A change to a contract with a supplier

  2. A firmware upgrade to a server that is only used for IT Service Continuity purposes

  3. An urgent need to replace a CPU to restore a service during an incident

  4. A change to a business process that depends on IT Services

Answer: D


Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

  1. The Service Level Manager

  2. The Configuration Manager

  3. The Change Manager

  4. The Information Security Manager

Answer: D


When should tests for a new service be designed?

  1. At the same time as the service is designed

  2. After the service has been designed, before the service is handed over to Service Transition

  3. As part of Service Transition

  4. Before the service is designed

    Answer: A

    QUESTION: 156

    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

      1. Both of the above

      2. 1 only

      3. Neither of the above

      4. 2 only

Answer: B


Which process is responsible for sourcing and delivering components of requested standard services?

  1. Request Fulfilment

  2. Service Portfolio Management

  3. Service Desk

  4. IT Finance

Answer: A


What are the two major processes in Problem Management?

  1. Technical and Service

  2. Resource and Proactive

  3. Reactive and Technical

  4. Proactive and Reactive

Answer: D


Who owns the specific costs and risks associated with providing a service?

  1. The Service Provider

  2. The Service Level Manager

  3. The Customer

  4. The Finance department

    Answer: A

    QUESTION: 160

    As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?

    1. An internal service provider embedded within a business unit

    2. An internal service provider that provides shared IT services

    3. An external service provider

      1. All of the above

      2. 1 and 2 only

      3. 1 and 3 only

      4. 2 and 3 only

Answer: A


Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

  1. Service Level Management

  2. Change Management

  3. Incident Management

  4. Service Asset and Configuration Management

Answer: D


Reliability is a measure of:

  1. The availability of a service or component

  2. The level of risk that could impact a service or process

  3. How long a service or component can perform its function without failing

  4. A measure of how quickly a service or component can be restored to normal working

Answer: C

ISEB ISEB-ITILV3F Exam (ITIL Foundation Certificate in IT Service Management) Detailed Information

BCS/ ISTQB Foundation Certificate in Software Testing
The Foundation Certificate in Software Testing is ideal for all who have an interest in understanding the basic concepts of software testing.
ILX's Guaranteed Pass - March Promotion
The Foundation Certificate in Software Testing now has dual accreditation with the ISTQB (International Software Testing Qualifications Board) and successful candidates will receive certification with both BCS and ISTQB recognition at Foundation level.
Accredited Foundation e-Learning Course
ILX Group's e-learning can be delivered to anywhere in the world, online. Buy online now to start studying straight away, then book to sit your exam in your chosen location worldwide!
BCS/ISTQB Foundation Certificate in Software Testing - e-Learning Course
Software Testing Foundation e-Learning e-Learning is the most cost effective way to train to Foundation level practically and efficiently. The package includes:
Accredited e-learning course on CD or online
Interactive multi-media exercises for optimum enjoyment and knowledge retention
An exclusive exam simulator to build your confidence
A software testing case study to develop and apply your skills
Full tutor support via phone and email while you study so you can ask any questions as you go
Course package includes:
Accredited e-learning course - CD will not expire and acts as a great reference tool after passing the exam
Exam simulator to prepare you fully for the exam
A copy of the "Software Testing: An BCS Foundation" book
Exam voucher to be used world-wide within 12 months of purchase
A course user guide
Buy Single User Pack for £399+VAT
Only want access to the e-learning?
You can also buy online-only access for £249+VAT - please note: you will need to book through a Prometric or Pearson Vue test centre and purchase the book separately.
View full course page including an online demo...
Require training for a group?
Corporate discounts apply - call 01270 611600 to discuss your training requirements.
Foundation Certificate in Software Testing Target Audience
The BCS/ ISTQB Software Testing Foundation Level certification is aimed at anyone involved in software testing and includes people in roles such as testers, test analysts, test engineers, test consultants, test managers, user acceptance testers and software developers.
It is also appropriate for anyone who wants a basic understanding of software testing, such as project managers, quality managers, software development managers, business analysts, IT directors and management consultants.
Holders of the Foundation Certificate will be able to go on to a higher level software testing certification.
Foundation Certificate in Software Testing Syllabus
The Foundation Certificate in Software Testing syllabus examines up to level K3* of the software testing learning objectives / levels of knowledge and covers the following areas:
Principles of testing
Testing throughout the life-cycle
Dynamic testing techniques
Static testing
Test management
Tool support for testing
* K3 (Bloom’s Taxonomy) – Application: Using previously learned information in new and concrete situations to solve problems that have single or best answers.
Foundation Certificate in Software Testing Exam
The examination lasts one hour and consists of 40 multiple-choice questions. It's a 'closed book' examination i.e. no notes or books are allowed into the examination room.
The pass mark is 26/40.
How do I book my BCS Foundation exam?
If you do your training through ILX Group, you will be able to book your exam at your chosen location world-wide through ILX Group. They will send you vouchers to use with the Foundation e-learning training package.
For corporate groups, ILX Group can organise on-site invigilation at no extra cost, provided there are a minimum number of staff sitting the exam. Contact us for details.
IT service management
IT Service Management from BCS-IT
BCS offers a range of certifications across the primary disciplines within IT Service Management of ITIL best practice and IT Asset Management:
IT Service Management
Our portfolio enables IT professionals to learn how to deliver, support and manage IT services in an effective and efficient way, embracing the ITIL® best practice framework, the world’s most widely accepted approach to service management. Find out more about the ITIL structure and credit system.
IT Asset Management
Our range of certifications in IT Asset Management give IT professionals and organisations the skills to effectively manage their IT assets. ITAM is an emerging discipline with significant benefits to organisations in vendor compliance, risk management and improved asset efficiency. Our new range of certifications recognises the growth in this important area.
Foundation level
The starting point if you require a basic understanding of ITIL or a general awareness of IT service management standards:
IT Service Management
IT Asset Management
ITIL IT Service Management
BCS EXIN ITAMOrg Foundation Certificate IT Asset Management
BCS Software Asset Management Essentials
These IT service management qualifications are complementary and embrace COBIT®, ISO/IEC 20000, SFIA / SFIAplus and ITIL® to enable job specific skill development:
IT Service Management
IT Asset Management
BCS Service Desk and Incident Management BCS EXIN ITAMOrg Specialist Certificate Software Asset Management
BCS Change Management
BCS Service Level Management
BCS Business Relationship Management
BCS Problem Management
BCS Supplier Management
Translating theory into practice with tools and techniques for practical application of the ITIL framework.
IT Service Management
IT Asset Management
ITIL Practitioner BCS Software Asset Management Practitioner
Intermediate level
Enhance the quality of your IT service management with intermediate level certification.
IT Service Management
IT Asset Management
ITIL Lifecycle modules (broad management / leadership focus)
Continual Service Improvement
Service Design
Service Operation
Service Strategy
Service Transition
ITIL Capability modules (detailed technical practice)
Operational Support and Analysis
Planning, Protection and Optimisation
Release, Control and Validation
Service, Offerings and Agreements
Final qualification:
ITIL Managing across the Lifecycle
Higher level
Aim for the top with clear validation of your professional capability.
IT Service Management
IT Asset Management
ITIL Expert
What is ITIL?
ITIL® (IT infrastructure Library) is the best practice framework for IT service management widely accepted by organisations around the world. It enables IT services and processes to be appropriately delivered more consistently and efficiently.
The ITIL framework provides flexibility with a modular approach that focuses on different aspects of IT service management best practice. With a credit system that supports the ITIL qualifications, candidates can work towards achieving the ITIL Expert and Master levels of certification.
ITIL credit system diagram (small)
Click to view a larger version
BCS is an accredited examination institute for ITIL IT service management qualifications.
For more information about ITIL, visit the official website.
Please note: From 1 April 2016 BCS will not be providing ITIL pins for those that have successfully completed their examinations.
What are the benefits of taking a certification from BCS?
Comprehensive certification portfolio across a wide range of disciplines.
Recognised international presence, delivered in over 200 countries.
Reputation built over 40 years on quality, integrity and impartiality.
Developed with industry experts ensuring they are relevant to today's IT professional.
Based on best practice with recognition for skills and knowledge in a particular area.
Mapped to SFIA / SFIAplus so consistent with your career path.
Worldwide network of over 100 high quality training providers.
What are your service levels for dealing with enquiries?
We will answer your telephone call within one minute during office hours 08:00 - 18:00 GMT Monday to Friday. We will call you back promptly if it is not possible to answer your query immediately. We will answer all email enquiries no later than three working days after receipt.
I would like to do a training course, where is the nearest accredited training organisation?
All accredited training organisations are listed on the website and most offer training in a number of locations.
Can I sit the exam without attending a training course?
Yes, although we strongly recommend that all candidates undertake an accredited training course.
What are the course fees?
You will need to contact the accredited training organisation for this information.
What are the exam fees?
Details of the exam fees are found in the exam section of the website for the certification you wish to take.
Do I need to provide ID before my examination?
Yes, you will need to provide photographic identification before the examination starts such as a passport or driving licence. Please refer to the Identification Policy for further information.
What happens if I do not provide suitable ID?
You will still be able to take the examination but your results will be withheld until identification has been provided and verified. Please refer to the Identification Policy for further information.
Can I use a calculator?
Yes, some examinations will allow you to take your own simple non-programmable calculators. You can check this by looking at the syllabus on the website under the relevant certification.
Can I take books into the examination?
This depends on the examination you are taking. Most multiple choice examinations are closed-book, meaning you cannot take any material into the examination with you. You can check this by looking at the syllabus on the website under the relevant certification.
Is there a charge for sample papers?
Most sample papers cost £20 per paper though some are free to download from the website. Please call +44 (0) 1793 417 655 to order sample papers and to make payment.
How do I book an exam?
If you are taking a course with an accredited training organisation or through an online testing centre (Pearson VUE), the exam will be organised through them. If you are taking a public exam, please refer to the exam section of the website for the certification you are taking.
English is not my first language, is extra time allowed?
Yes, 25% extra time is awarded if you are taking the examination in a language that is not your mother tongue. You are also entitled to bring your own paper dictionary into the examination.
How do I request extra time or other adjustments due to a disability, medical condition or for religious reasons?
You will need to apply using the Reasonable Adjustments Form and all applications will be considered in line with our Reasonable adjustments policy (PDF). BCS can offer a number of adjustments depending on your individual circumstances.
I have had a bereavement, can I reschedule?
Yes, you will be able to reschedule the examination; there will be £25.00 + VAT cancellation fee. Additional exceptions will be considered on a case by case basis.
What happens if I arrive for an examination late?
You are allowed to enter the examination room up to 15 minutes after the scheduled start time. You will not be entitled to have any additional time if you arrive late. If you arrive after 15 minutes after the scheduled start time, you will not be allowed to enter the examination room and will forfeit your examination fee.
If I did not turn up for the examination, am I entitled to a refund?
No, if you do not turn up for an examination, your exam fee is forfeited and you will need to book and pay for the examination again.
Am I able to reschedule my exam?
Yes, you may request to change the exam date or time, but this must be done at least 14 days prior to the originally scheduled examination date. To reschedule the exam, please contact our Customer Service team on + 44 (0) 1793 417 655.
If I have to cancel an exam, am I entitled to a refund of the exam fees?
Notice period Refund available
More than 14 days
No charge / Full refund
Between 7-14 days
Refund of 50% of exam fee
Less than 7 days
No refund / 100% charge of exam fee
If I take a re-sit and do worse, will my highest marks be retained?
We retain the highest mark.
I wish to re-sit my examination, what is the cost?
Re-sits are normally booked via your accredited training organisation and they will provide details of the costs. For public examinations, please contact our Customer Service team on +44 (0) 1793 417 655.
How do I receive my results and certificate?
You will receive an email asking to log into a secure site to view your results and you will be able to download an e-certificate.
When do I receive my results?
Multiple choice and oral examination results are usually sent within 3 weeks of the examination date. Written examination results can take up to 8 weeks.
How long does it take to receive a certificate if I have taken my exam with Pearson VUE?
Candidates will receive an email within 48 hours of sitting their exam at a Pearson VUE testing centre and will be able to click on a link to register for the BCS candidate portal where they will be able to access their e-certificate.
My certificate has my name misspelt, can I get this changed?
Please call +44 (0)1793 417 655 to have your details amended. There will be no charge if your name has been spelt incorrectly.
How do I order a new or replacement paper certificate?
You can order new or replacement paper certificates by calling +44 (0) 1793 417 655. There is a charge for this service.
I have changed my name; can you update my details on the BCS database?
Yes, please complete the Request for name change form along with the relevant document (e.g. marriage certificate, dissolution decree or deed poll document. There is no fee for this service. Unfortunately we cannot make the changes without the relevant form. Please refer to the Name Change Policy for further details.
I have changed my name; can I have a paper certificate in my new name?
Yes, please complete the Request for name change form and send to us along with the relevant document (e.g. marriage certificate, dissolution decree or deed poll document). Once this has been done, a new paper certificate can be issued, however there is a charge; please call +44 (0) 1793 417 655 if you would like to arrange this and make a payment. Please refer to the Name Change Policy for further details.
What information do you share about me with third parties?
We regard the lawful and correct treatment of personal information as very important to the provision of professional services and to maintaining confidence between those with whom we deal and ourselves. We will ensure that all personal information is treated lawfully and correctly. To this end, we adhere to the Data Protection Principles as laid down in the Data Protection Act 1998. Please refer to the Data Protection and Confidentiality Policy for further information.
Is my employer informed of my exam result?
We do not provide your examination results to third parties without your express consent, with the exception of your accredited training organisation or the official accreditor for ISTQB, ITIL and PPM examinations.
I have passed my exam but cannot see my name on the successful candidate register (SCR). How do I go about getting it to show on there?
For BCS examinations please go to
If you have received an email which advised you how to access your examination results then there is a radio button which asks you if you want your details added to the SCR. Click this button and this will be updated within eight weeks of the request. If you have not had this email then please contact our Customer Service team on + 44 (0) 1793 417 655.
Why can I not see some of my results online?
There are some certifications which cannot be viewed online. Please contact our Customer Service team for further assistance.
What is your complaints procedure?
Anyone has the right to complain if they have concerns about a product or service we have provided. All complaints need to be submitted in writing and must contain the following information:
The reason(s) for the complaint.
The date and location of the examination.
Supporting documentation if appropriate.
Pertinent information relating to the grounds for the complaint.
If you have a complaint about your Accredited Training Organisation, please contact them in the first instance and follow their candidate complaints procedure. If you are not satisfied with the response from your accredited training organisation, you have the right to escalate your complaint to us. Please refer to the Complaints Policy for further information.
I received my results today and they are not what I expected - how do I appeal?
First of all, you cannot appeal simply because you are not happy with your results; an appeal must have grounds. There are three grounds for appeal permitted by the procedure (which you should read carefully if you are considering making an appeal) which are:
Your performance was adversely affected by illness or personal circumstances which were not known to you when you sat the examination.
There has been a significant error made by BCS.
BCS acted in a way which is manifestly unreasonable.
For further information please refer to the Appeals policy (PDF)
How will my appeal be considered?
The appeal is considered by the Policy, Compliance and Audit Team who will decide if there is a case for appeal. They will have a copy of the letter of appeal and all supporting documentation, along with relevant documentation (if necessary) from your accredited training organisation.
How long will it take for my appeal to be resolved?
As each appeal is different there are no definitive timelines as to how long an appeal will take to resolve, but you will be kept up to date at each stage of the appeal. We aim to investigate and resolve appeals as quickly as possible within no more than 20 days.
How long do I have to submit an appeal?
You must submit notice of an appeal within 20 working days of publication of the results from your particular examination. Please make sure that you read the form carefully and provide all the information requested. It is your responsibility to make the case, and to state it clearly; we cannot make assumptions - you must fully explain out the cause and effect.
How much does it cost to lodge an appeal?
The current fee for the appeal is £72.00 + VAT which must be paid by credit or debit card by calling our Customer Service team on + 44 (0) 1793 417 655. The appeal will not be processed until full payment has been made. A full refund will be made if the appeal is upheld unless the appeal is for marks to be upgraded due to an illness and then the fee will not be returned.
Are BCS professional certifications mapped to the QCF?
Professional certifications are not currently mapped to the QCF however, as they have been assessed, they broadly align as follows:
Foundation level professional certifications are equivalent to level 3
Practitioner level professional certifications are equivalent to level 4
Higher level professional certifications are equivalent to level 5
What is the relationship between ISTQB, UKTB and BCS?
ISTQB (International Software Testing Qualifications Board) is responsible for the international software testing qualification scheme called 'ISTQB Certified Tester'.
The role of ISTQB is to support a single, universally accepted, international qualification scheme aimed at software and system testing professionals, by providing the core syllabuses and by setting guidelines for accreditation and examination for national boards. UKTB is the UK national board for ISTQB. We deliver foundation and advanced level exams; ISTQB provide the syllabus and UKTB the questions.
We also offer our own intermediate certificate in software testing which is considered a valuable stepping stone between foundation and advanced level as well as a relevant stand-alone qualification.
Do you still have the ISEB (Information Systems Examination Board) Professional award?
No, this was withdrawn in 2012 due to the poor take up.
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The regular profits for an IT director with ITIL advantage is $126,000 per 12 months, in keeping with records from PayScale. ITIL knowledge are associated with a 19 p.c larger earnings for IT directors the second optimum paying skill after group management, which is associated with a 21 % increase in earnings. Certifications for ITIL range from groundwork to grasp Qualification. The ITIL basis is the entry-level credential in the ITIL Qualifcation Scheme. To achieve the ITIL groundwork certification, youll should rating at least a 65 % on a 60-minute closed-book exam that includes 40 multiple option questions. After you complete your basis certification you can movement on to the ITIL Intermediate stage certification, which presents two paths: service Lifecycle and repair capability. that you can additionally earn your ITIL Practitioner certification any time after passing the basis exam. right here ITIL consultants present tips on a way to put together on your ITIL basis certification examination. Take a course There are a few online courses if you want to support get you as much as speed on every thing you deserve to recognize before taking the ITIL foundation certification examination. if youre taking the ITIL examination, youre probably already universal with the standard ideas that guide the framework, however you still need to be organized. Dont lose sight of the undeniable fact that the ITIL framework lays out a logical move of how it groups can put in force and manipulate new functions that they want to enforce. Many individuals tend to wander off within the weeds all through practising and slip up on some particularly effortless questions about the examination, says Mark Smiley of Cask. you could choose to self-analyze for the foundations exam the use of look at substances from Axelos the business even offers a cellular app for Android and iOS so you can take practice assessments and get examine guidance on the go. Take a sample exam from APMG if you take a category through an authorized practicing application, the cost of your route may include one or two follow checks. however, in case youre getting to know for the exam yourself or just need to get your hands on extra follow tests, APMG presents free samples of the ITIL basis exam. Take your time on the exam and reply the question the examination is asking not the question you hope the examination is asking or the query you remember seeing on a tradition examination, says Erika plants, ITIL foundations teacher and president of Beyond20, an ITIL practising and consulting business. The questions about the follow tests wont match up completely with the genuine examination, so make certain to study every question cautiously on both the sample and precise checks. schedule your exam whereas your knowledge is clean when youre executed learning or your path has ended, make sure you agenda a date to take the examination correct away. The assistance you get hold of in the lessons are packed into a really short period of time, and the tempo is short. Do your self a desire and take the examination inside a couple of days of course completion, whereas the counsel is clean on your head, says Smiley. The exam price tiers from $a hundred to $500, depending on the place you take the examination. Some lessons will include the charge of the exam within the basic can charge of the course, exceptionally if its an permitted program. if you pay for a path, double-investigate to see whether or not they include an exam registration voucher. center of attention on what concerns while youre gaining knowledge of, you could end up overwhelmed with every little thing ITIL has to present, in particular outside your specialties. try not to get bogged down in minutia simply center of attention on the key concepts of the framework. on the end of the day, which you can handiest be requested forty questions, so be sure you have in mind the main, core concepts, plant life says. but dont just memorize records, simplest to forget them after the examination as a substitute are trying to be trained the why at the back of key ideas, vegetation provides. it will no longer handiest support you bear in mind vital counsel all through the exam, but it can support you deliver ITIL practices to your corporation greater effortlessly after the exam. observe your actual-world talents if youre taking the ITIL foundation certification exam, youre possible at some extent in your career the place youve had hands-on journey with the ITIL framework in an organizational atmosphere. That knowledge will assist you all the way through the examination, given that many of the questions on the examination can be answered correctly just by way of applying the regular-experience good judgment you already possess, says Smiley. As you go over a new conception, consider significantly about your work atmosphere and believe how or why issues are being carried out as they are nowadays. Ask your self if this suits the concepts that youre protecting as you examine. If no longer, then what would need to alternate on your ambiance? says Christoper Kuhn, COO at OTRS, a provider administration suite company. search for carrier diagrams whereas studying for his ITIL certification, Matt Cox, senior manager of solutions at Samange, says he found it positive to look Google for examples of provider management diagrams. 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