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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
A) Service Transition
B) Service Strategy
C) Continual Service Improvement
D) Service Operation
2. The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?
A) Change Management
B) Service Asset and Configuration Management
C) Availability Management
D) Knowledge Management
3. Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?
A) Internal departments
B) Suppliers, manufacturers and vendors
C) Customers
D) The Facilities Management function
4. Which Functions are included in IT Operations Management?
A) Technical Management and Application Management
B) IT Operations Control and Facilities Management
C) Facilities Management and Technical Management
D) Network Management and Application Management
5. Which process lists "Understanding patterns of business activity" as a major role?
A) Supplier Management
B) Demand Management
C) Service Desk
D) Request Fulfilment
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
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