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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. Which of the following is NOT a valid objective of Problem Management?

A) To prevent Problems and their resultant Incidents
B) To manage Problems throughout their lifecycle
C) To restore service to a user
D) To minimise the impact of Incidents that can not be prevented

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

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

4. Which of the following are goals of Service Operation?
1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2. The successful release of services into the live environment

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

5. Which of the following is the CORRECT description of the Seven R's of Change
Management?

A) A set of questions that should be asked when reviewing the success of a recent Change
B) A definition of the roles and responsibilities required for Change Management
C) A set of questions that should be asked to help understand the impact of Changes
D) A seven step process for releasing Changes into production

Solutions: