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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

A) Service Operation
B) Service Transition
C) Service Strategy
D) Continual Service Improvement

3. Which of the following are benefits that implementing Service Transition could provide to the business?
1. Ability to adapt quickly to new requirements
2. Reduced cost to design new services
3. Improved success in implementing changes

A) 1 and 3 only
B) 2 and 3 only
C) All of the above
D) 1 and 2 only

4. Defining the processes needed to operate a new service is part of:

A) Service Strategy: Develop the offerings
B) Service Design: Design the processes
C) Service Transition: Plan and prepare for deployment
D) Service Operation: IT Operations Management

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

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

Solutions: