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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is NOT a benefit of using public frameworks and standards?

A) They are validated across a wide range of environments making them more robust
B) Knowledge of public frameworks is more likely to be widely distributed
C) They make collaboration between organizations easier by giving a common language
D) They are always free ensuring they can be implemented quickly

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

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

3. Which process is responsible for low risk, frequently occurring, low cost changes?

A) Request Fulfilment
B) Incident Management
C) Release and Deployment Management
D) Demand Management

4. IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment

A) 1, 3 and 4 only
B) 1, 2 and 3 only
C) 2, 3 and 4 only
D) 1, 2 and 4 only

5. Which of the following do Service Metrics measure?

A) Maturity and cost
B) Infrastructure availability
C) The end to end service
D) Processes and functions

Solutions: