ISEB ITIL Foundation Certificate in IT Service Management - ISEB-ITILV3F Exam Practice Test

A. Excessively proactive

B. Extreme focus on quality

C. Extreme focus on cost

D. Excessively reactive

A. An Incident that is so complex that it requires root cause analysis before a workaround can be found

B. An Incident which has a high priority or high impact on the business

C. An Incident logged by a senior manager

D. An Incident which requires a large number of people to resolve

A. Only requirements needed and agreed

B. Requirements, resources and capabilities needed and agreed

C. Only capabilities needed and agreed

D. Only resources and capabilities needed

A. Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists

B. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)

C. Provision of information to users and customers about the availability of services and the procedure for obtaining them

D. Provision of information used to compare actual performance against design standards

A. The ECAB will be used for emergency changes where there may not be time to call a full
CAB

B. The ECAB considers every high priority Request for Change

C. Amongst the duties of the ECAB is the review of completed emergency changes

D. The ECAB will be chaired by the IT Director

A. Supplier Management and Service Level Management

B. Supplier Management, Demand Management and Service Level Management

C. Demand Management and Service Level Management

D. Supplier Management and Demand Management

A. Corporate, Customer, Service

B. Technology, Customer, User

C. Service, User, IT

D. Corporate, Customer, Technology

A. Service Level Management, Service Portfolio Management, Service Asset and
Configuration Management

B. Change Management, Service Asset and Configuration Management, Release and
Deployment Management

C. Change Management, Capacity Management Event Management, Service Request
Management

D. Service Asset and Configuration Management, Release and Deployment Management,
Request Fulfilment

A. IT Designer/Architect

B. Process Manager

C. Supplier Manager

D. Service Catalogue Manager

A. Internal Service provider, Outsourced 3rd party and Off-shore party

B. Internal Service provider, External Service provider, Outsourced 3rd Party

C. Internal Service Operations provider, External Service Operations provider, Shared Service
Unit

D. Internal Service provider, External Service provider, Shared Service Provider

A. 1 and 2 only

B. 1 and 3 only

C. 2 and 3 only

D. All of the above

A. Preventing Problems and resulting Incidents from happening

B. Restoring normal service operation as quickly as possible and minimising adverse impact on the business

C. Eliminating recurring Incidents

D. Minimising the impact of Incidents that cannot be prevented

A. 1, 3 and 4 only

B. 2, 3 and 4 only

C. 1, 2 and 3 only

D. None of the above