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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

2. Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

A) Incident Management
B) Change Management
C) Service Level Management
D) Service Asset and Configuration Management

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

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

4. Which of the following would NOT trigger Service Level Management activity?

A) Changes in strategy or policy
B) Service breaches
C) Service review meetings
D) Standard Changes

5. Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?

A) Service Operation
B) Service Strategy
C) Service Transition
D) Continual Service Improvement

Solutions: