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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Major Incidents require:

A) Less documentation
B) Less urgency
C) Longer timescales
D) Separate procedures

2. Which of the following sentences BEST describes a Standard Change?

A) A Change that correctly follows the required Change process
B) A Change to the service provider's established policies and guidelines
C) A pre-authorised Change that has an accepted and established procedure
D) A Change that is made as the result of an audit

3. What are the two major processes in Problem Management?

A) Proactive and Reactive
B) Reactive and Technical
C) Technical and Service
D) Resource and Proactive

4. Which function is responsible for the closure of an Incident record?

A) The Service Desk only
B) Any appropriate function
C) Event Management
D) Either the Service Desk or an appropriate third party engineer

5. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Continual Service Improvement
B) Availability Management
C) Business Relationship Management
D) Service Level Management

Solutions: