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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

Question 1

The BEST definition of an Incident is:

A. Any disruption to service whether planned or unplanned
B. An unplanned disruption of service unless there is a backup to that service
C. An unplanned interruption or reduction in the quality of an IT Service
D. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not

Question 2

A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

A. Tell others about the progress of an activity
B. Perform an activity
C. Be kept up to date on the progress of an activity
D. Manage an activity

Question 3

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

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

Question 4

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

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

Question 5

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. 1 only
C. Both of the above
D. Neither of the above

Solutions: