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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following options is a hierarchy that is used in Knowledge Management?

A) Data - Information - Knowledge - Wisdom
B) Information - Data - Knowledge - Wisdom
C) Knowledge - Wisdom - Information - Data
D) Wisdom - Information - Data - Knowledge

2. The group that reviews Changes that must be installed faster than the normal Change process is called the:

A) Emergency Change Advisory Board (ECAB)
B) Urgent Change Authority (UCA)
C) Urgent Change Board (UCB)
D) Technical Management (TM)

3. Where should details of a Workaround always be documented?

A) The IT Service Continuity Plan
B) The Service Level Agreement (SLA)
C) The Availability Management Information System
D) The Problem Record

4. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

A) It provides the guidance necessary for an integrated approach as required by ISO/IEC
20000
B) It provides guidance to specific industry sectors and types of organization
C) It consists of five publications
D) It is also structured around the Service Lifecycle

5. Which process lists "Understanding patterns of business activity" as a major role?

A) Supplier Management
B) Service Desk
C) Demand Management
D) Request Fulfilment

Solutions: