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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of which of:

A) People, Process, Products, Partners
B) People, Process, Partners, Suppliers
C) People, Process, Products, Technology
D) People, Products, Technology, Partners

2. Which Function would provide staff to monitor events in an Operations Bridge?

A) Technical Management
B) Service Desk
C) IT Operations Management
D) Applications Management

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

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

4. Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

A) Pocket Guides
B) The ITIL Complementary Guidance
C) The Service Support book
D) The Service Strategy book

5. 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) 1 only
B) Both of the above
C) Neither of the above
D) 2 only

Solutions: