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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. What are the three Service Provider business models?

A) Internal Service provider, External Service provider, Shared Service Provider
B) Internal Service provider, External Service provider, Outsourced 3rd Party
C) Internal Service Operations provider, External Service Operations provider, Shared Service
Unit
D) Internal Service provider, Outsourced 3rd party and Off-shore party

2. Which is the BEST definition of a Configuration Item (CI)?

A) A collection of information used to describe a hardware or software item
B) Information recorded by the Service Desk when an Incident is reported
C) An asset, service component or other item that is, or will be, under the control of
Configuration Management
D) An item of hardware or software registered in the asset database

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

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

4. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

A) It provides the guidance necessary for an integrated approach as required by ISO/IEC
20000
B) It is also structured around the Service Lifecycle
C) It provides guidance to specific industry sectors and types of organization
D) It consists of five publications

5. What would you use the seven Rs of Change Management for?

A) To review changes after they have been implemented
B) To allocate the roles and responsibilities during the Change Management process
C) To assist with the impact analysis for a Change request
D) To act as a framework for implementing a Change

Solutions: