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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following activities is carried out in the "Where do we want to be" step of the Continual Service Improvement Model?

A) Implementing service and process improvements
B) Creating a baseline
C) Aligning the business and IT strategies
D) Defining measurable targets

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

3. Which of the following is NOT an example of a Service Provider Type?

A) Internal service provider
B) Third-party provider
C) Shared services unit
D) External service provider

4. Which of the following statements is CORRECT?

A) The Service Knowledge Management System is part of the Configuration Management
System
B) The Configuration Management System is part of the Known Error Data Base
C) The Configuration Management System is part of the Service Knowledge Management system
D) The Configuration Management System is part of the Configuration Management Database

5. In which Service Operation process would a correlation engine most likely be used?

A) Request Fulfilment
B) Incident Management
C) Event Management
D) Problem Management

Solutions: