ISEB ISEB Certification ISEB-ITILV3F

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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

A) The Service Owner
B) The Service Desk Manager
C) The Release Packaging and Build Manager
D) The Request Fulfilment Process Owner

3. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

A) Excessively reactive
B) Extreme focus on cost
C) Excessively proactive
D) Extreme focus on quality

4. Which of the following activities is NOT a part of the Deming Cycle?

A) Act
B) Plan
C) Coordinate
D) Do

5. RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles?

A) Informed
B) Consulted
C) Accountable
D) Reliable

Solutions: