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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. What is the name of the area where the definitive authorised versions of all media
Configuration Items (CIs) are stored and protected?

A) Definitive Media Library
B) Service Knowledge Management System
C) Definitive Software Store
D) Software Secure Library

2. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

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

3. Hierarchic escalation is best described as?

A) Passing an Incident to people with a greater level of technical skill
B) Failing to meet the Incident resolution times specified in a Service Level Agreement
C) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
D) Notifying more senior levels of management about an Incident

4. Consider the following list:
1. Change Authority
2. Change Manager
3. Change Advisory Board (CAB) What are these BEST described as?

A) Teams
B) Roles, people or groups
C) Functions
D) Job descriptions

5. Major Incidents require:

A) Less documentation
B) Separate procedures
C) Longer timescales
D) Less urgency

Solutions: