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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. 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)

2. Which of the following is the CORRECT description of the Seven R's of Change
Management?

A) A definition of the roles and responsibilities required for Change Management
B) A set of questions that should be asked to help understand the impact of Changes
C) A set of questions that should be asked when reviewing the success of a recent Change
D) A seven step process for releasing Changes into production

3. Which of the following is NOT an objective of Problem Management?

A) Preventing Problems and resulting Incidents from happening
B) Restoring normal service operation as quickly as possible and minimising adverse impact on the business
C) Minimising the impact of Incidents that cannot be prevented
D) Eliminating recurring Incidents

4. Which of the following is NOT an aim of the Change Management process?

A) All changes to Service Assets and Configuration Items (CIs) are recorded in the
Configuration Management system
B) Overall business risk is optimised
C) All budgets and expenditures are accounted for
D) Standardised methods and procedures are used for efficient and prompt handling of all
Changes

5. Which of the following is NOT a valid objective of Problem Management?

A) To prevent Problems and their resultant Incidents
B) To minimise the impact of Incidents that can not be prevented
C) To manage Problems throughout their lifecycle
D) To restore service to a user

Solutions: