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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. One organisation provides and manages an entire business process or function for another organisation. This is known as:

A) Knowledge Process Outsourcing
B) Business Function Outsourcing
C) Business Process Management
D) Business Process Outsourcing

3. RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles?

A) Consulted
B) Informed
C) Accountable
D) Reliable

4. Which process is responsible for providing the right to use an IT Service?

A) Change Management
B) Access Management
C) Incident Management
D) Request Fulfilment

5. Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A) 1, 2 and 3 only
B) 1, 2 and 4 only
C) 2, 3 and 4 only
D) 1, 3 and 4 only

Solutions: