ISEB Certification ISEB-ITILV3F

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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. How many people should be accountable for a process as defined in the RACI model?

A) Only one - the process architect
B) Two - the process owner and the process enactor
C) Only one - the process owner
D) As many as necessary to complete the activity

2. Which of the following are the MAIN objectives of Incident Management?
1. To automatically detect service affecting Events
2. To restore normal service operation as quickly as possible
3. To minimise adverse impacts on business operations

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

3. The MAIN purpose of the Service Portfolio is to describe services in terms of?

A) Business Value
B) Service Level Requirements
C) IT Assets
D) Functionality

4. One organisation provides and manages an entire business process or function for another organisation. This is known as:

A) Business Process Outsourcing
B) Business Function Outsourcing
C) Knowledge Process Outsourcing
D) Business Process Management

5. Major Incidents require:

A) Separate procedures
B) Less urgency
C) Longer timescales
D) Less documentation

Solutions: