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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. A change process model should include:
1. The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

A) 1, 2 and 4 only
B) All of the above
C) 1 and 2 only
D) 1, 2 and 3 only

2. Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing technology architectures to support the service
3. Ensuring required contracts and agreements are in place

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

3. The group that authorizes changes that must be installed faster than the normal process is called the:

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

4. Which of the following statements correctly states the relationship between urgency, priority and impact?

A) Impact, priority and urgency are independent of each other
B) Urgency should be based on impact and priority
C) Impact should be based on urgency and priority
D) Priority should be based on impact and urgency

5. Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

A) The ECAB will be used for emergency changes where there may not be time to call a full
CAB
B) The ECAB considers every high priority Request for Change
C) The ECAB will be chaired by the IT Director
D) Amongst the duties of the ECAB is the review of completed emergency changes

Solutions: