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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which process lists "Understanding patterns of business activity" as a major role?

A) Request Fulfilment
B) Demand Management
C) Supplier Management
D) Service Desk

2. Access Management is closely related to which other processes?

A) Information Security Management only
B) Availability Management only
C) Information Security Management and Availability Management
D) Information Security Management and 3rd line support

3. Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

A) Prioritization
B) Remediation Planning
C) Categorization
D) Review and Close

4. Which of the following are goals of Service Operation?
1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2. The successful release of services into the live environment

A) 2 only
B) Neither of the above
C) Both of the above
D) 1 only

5. Which of the following actions are you likely to take when closing a problem?
1. Close any related incident records
2. Check that the problem record contains a full historical description of all events

A) 2 only
B) Neither of the above
C) Both of the above
D) 1 only

Solutions: