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Updated: Jun 09, 2026
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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Access Management is closely related to which other processes?
A) Information Security Management and 3rd line support
B) Information Security Management only
C) Availability Management only
D) Information Security Management and Availability Management
2. 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) 2 only
B) 1 only
C) Both of the above
D) Neither of the above
3. What is the BEST description of an Operational Level Agreement (OLA)?
A) An agreement between the service provider and another part of the same organization
B) An agreement between the service provider and an external organization
C) A document that describes business services to operational staff
D) A document that describes to a customer how services will be operated on a day-to-day basis
4. Which of the following are the MAIN objectives of Incident Management?
1. To automatically detect service affecting Events
2. To restore normal service operation as quickly as possible
3. To minimise adverse impacts on business operations
A) 1 and 2 only
B) 1 and 3 only
C) All of the above
D) 2 and 3 only
5. What would you use the seven Rs of Change Management for?
A) To act as a framework for implementing a Change
B) To assist with the impact analysis for a Change request
C) To allocate the roles and responsibilities during the Change Management process
D) To review changes after they have been implemented
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B |
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