ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following sentences BEST describes a Standard Change?
A) A Change that is made as the result of an audit
B) A Change to the service provider's established policies and guidelines
C) A Change that correctly follows the required Change process
D) A pre-authorised Change that has an accepted and established procedure
2. Which of the following CANNOT be provided by a tool?
A) Data
B) Information
C) Knowledge
D) Wisdom
3. Which of the following would NOT be a task carried out by the Request Fulfilment process?
A) Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
B) Provision of information used to compare actual performance against design standards
C) Provision of information to users and customers about the availability of services and the procedure for obtaining them
D) The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
4. Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
A) The Change Manager
B) The Information Security Manager
C) The Service Level Manager
D) The Configuration Manager
5. Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability
A) 1 and 2 only
B) 1 and 3 only
C) 2 and 3 only
D) All of the above
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: A |
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