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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. 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) Both of the above
C) 1 only
D) 2 only

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

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

3. Service Transition contains detailed descriptions of which processes?

A) Service Level Management, Service Portfolio Management, Service Asset and
Configuration Management
B) Change Management, Service Asset and Configuration Management, Release and
Deployment Management
C) Service Asset and Configuration Management, Release and Deployment Management,
Request Fulfilment
D) Change Management, Capacity Management Event Management, Service Request
Management

4. The consideration of business outcomes and value creation are principles of which part of the
Service Lifecycle?

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

5. Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities

A) 1 and 3 only
B) 1, 2 and 4 only
C) All of the above
D) 2 and 4 only

Solutions: