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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following are the two primary elements that create value for customers?

A) Utility and Warranty
B) Value on Investment, Return on Investment
C) Customer and User satisfaction
D) Understanding Service Requirements and Warranty

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

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

3. What is a RACI model used for?

A) Defining roles and responsibilities
B) Recording Configuration Items
C) Monitoring services
D) Performance analysis

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

A) Change Management
B) Incident Management
C) Service Level Management
D) Service Asset and Configuration Management

5. Which of the following BEST describes a Service Request?

A) Anything that the customer wants and is prepared to pay for
B) Any request or demand that is entered by a user via a Self-Help web-based interface
C) Any Request For Change (RFC) that is low risk and can be approved by the Change
Manager without a Change Advisory Board (CAB) meeting
D) A request from a User for information, advice or for a Standard Change

Solutions: