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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Access Management is closely related to which other processes?

A) Information Security Management only
B) Information Security Management and 3rd line support
C) Availability Management only
D) Information Security Management and Availability Management

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

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

3. Which of the following does the Availability Management process include:
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

A) All of the above
B) 1 only
C) 1 and 3 only
D) 1 and 2 only

4. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

A) 1 only
B) Both of the above
C) Neither of the above
D) 2 only

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

Solutions: