ISEB ISEB-ITILV3F Exam : ITIL Foundation Certificate in IT Service Management

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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

Question 1

Which of these would fall outside the scope of a typical service Change Management process?

A. An urgent need to replace a CPU to restore a service during an incident
B. A change to a business process that depends on IT Services
C. A change to a contract with a supplier
D. A firmware upgrade to a server that is only used for IT Service Continuity purposes

Question 2

Which of the following statements is CORRECT?

A. The Service Knowledge Management System is part of the Configuration Management
System
B. The Configuration Management System is part of the Configuration Management Database
C. The Configuration Management System is part of the Service Knowledge Management system
D. The Configuration Management System is part of the Known Error Data Base

Question 3

Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the following?

A. Markets and Customers
B. Service Pipeline and Service Catalogue
C. Applications and Infrastructure
D. Functions and Processes

Question 4

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

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

Question 5

A Known Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A. Yes
B. No, a Known Error must be raised at the same time as a problem
C. No, the workaround must be found before a Known Error is created
D. No, a Known Error can only be raised after the permanent resolution has been implemented

Solutions: