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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. Which function is responsible for the closure of an Incident record?

A) Event Management
B) The Service Desk only
C) Any appropriate function
D) Either the Service Desk or an appropriate third party engineer

3. Which of these statements about Resources and Capabilities is CORRECT?

A) Resources are types of Service Asset and Capabilities are not
B) Neither Capabilities nor Resources are types of Service Asset
C) Capabilities are types of Service Asset and Resources are not
D) Resources and Capabilities are both types of Service Asset

4. Which of the following BEST describes a Service Request?

A) Any request or demand that is entered by a user via a Self-Help web-based interface
B) A request from a User for information, advice or for a Standard Change
C) Any Request For Change (RFC) that is low risk and can be approved by the Change
Manager without a Change Advisory Board (CAB) meeting
D) Anything that the customer wants and is prepared to pay for

5. Which of the following is one of the PRIMARY objectives of Service Strategy?

A) To underscore the importance of services in the global economy
B) To transform Service Management into a strategic asset
C) To provide detailed specifications for the design of IT services
D) To design and build processes that will meet business needs

Solutions: