ITIL Foundation Certificate in IT Service Management: ISEB-ITILV3F Exam Premium File as PDF & Test Engine

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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. A change process model should include:
1. The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

A) 1 and 2 only
B) 1, 2 and 4 only
C) All of the above
D) 1, 2 and 3 only

2. The group that authorizes changes that must be installed faster than the normal process is called the:

A) Technical Management
B) Urgent Change Board (UCB)
C) Urgent Change Authority (UCA)
D) Emergency CAB (ECAB)

3. What are the key processes within Service Operation?

A) Event Management, Incident Management, Request Fulfilment and Access Management
B) Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management
C) Event Management, Incident and Problem Management, Request Fulfilment and Access
Management
D) Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management

4. Which of the following would you expect to find documented in an Incident Model?
1. The Service Level Agreement pertaining to the incident
2. Chronological order of steps to resolve the incident

A) 2 only
B) Both of the above
C) 1 only
D) Neither of the above

5. Which is the BEST definition of a Configuration Item (CI)?

A) An item of hardware or software registered in the asset database
B) An asset, service component or other item that is, or will be, under the control of
Configuration Management
C) Information recorded by the Service Desk when an Incident is reported
D) A collection of information used to describe a hardware or software item

Solutions: