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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment

A) 1, 3 and 4 only
B) 2, 3 and 4 only
C) 1, 2 and 4 only
D) 1, 2 and 3 only

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

A) Any request or demand that is entered by a user via a Self-Help web-based interface
B) Anything that the customer wants and is prepared to pay for
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

3. Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A) 1, 3 and 4 only
B) 2, 3 and 4 only
C) 1, 2 and 4 only
D) 1, 2 and 3 only

4. Which of the following is NOT a characteristic of a process?

A) It is measurable
B) Delivers specific results
C) A method of structuring an organization
D) Responds to specific events

5. What is the BEST description of a Major Incident?

A) An Incident which has a high priority or high impact on the business
B) An Incident which requires a large number of people to resolve
C) An Incident that is so complex that it requires root cause analysis before a workaround can be found
D) An Incident logged by a senior manager

Solutions: