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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. The BEST definition of an Incident is:
A) Any disruption to service whether planned or unplanned
B) Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
C) An unplanned disruption of service unless there is a backup to that service
D) An unplanned interruption or reduction in the quality of an IT Service
2. Which of the following is one of the PRIMARY objectives of Service Strategy?
A) To provide detailed specifications for the design of IT services
B) To transform Service Management into a strategic asset
C) To design and build processes that will meet business needs
D) To underscore the importance of services in the global economy
3. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?
A) It consists of five publications
B) It provides guidance to specific industry sectors and types of organization
C) It provides the guidance necessary for an integrated approach as required by ISO/IEC
20000
D) It is also structured around the Service Lifecycle
4. Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers
A) 1, 3 and 4 only
B) 1, 2 and 3 only
C) 2, 3 and 4 only
D) None of the above
5. 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 seven step process for releasing Changes into production
D) A set of questions that should be asked when reviewing the success of a recent Change
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
By Kimberley
