ISEB ISEB-ITILV3F : 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:

1. Which of the following is the BEST definition of an Event?

A) Any detectable or discernable occurrence that has significance for the management of the
IT infrastructure
B) An unplanned interruption to an IT service
C) Reducing or eliminating the cause of an Incident or Problem
D) The unknown cause of one or more Incidents

2. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Implement
B) Measure
C) Perform
D) Do

3. What is a RACI model used for?

A) Recording Configuration Items
B) Monitoring services
C) Performance analysis
D) Defining roles and responsibilities

4. Which of the following statements about Incident reporting and logging is CORRECT?

A) Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
B) Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services
C) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
D) All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

5. Which process will regularly analyze Incident data to identify discernable trends?

A) Event Management
B) Change Management
C) Problem Management
D) Service Level Management

Solutions: