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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

A) Remediation Planning
B) Review and Close
C) Prioritization
D) Categorization

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

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

3. "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

A) Service Transition
B) Service Operation
C) Service Strategy
D) Continual Service Improvement

4. The BEST Processes to automate are those that are?

A) Carried out by Service Operations
B) Critical to the success of the business mission
C) Carried out by lots of people
D) Simple and well understood

5. Which of these would fall outside the scope of a typical service Change Management process?

A) A firmware upgrade to a server that is only used for IT Service Continuity purposes
B) An urgent need to replace a CPU to restore a service during an incident
C) A change to a business process that depends on IT Services
D) A change to a contract with a supplier

Solutions: