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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following does the Availability Management process include:
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

A) All of the above
B) 1 and 3 only
C) 1 and 2 only
D) 1 only

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

3. In which Service Operation process would a correlation engine most likely be used?

A) Problem Management
B) Incident Management
C) Request Fulfilment
D) Event Management

4. Which process is responsible for sourcing and delivering components of requested standard services?

A) Service Desk
B) Service Portfolio Management
C) Request Fulfilment
D) IT Finance

5. Which process will regularly analyze Incident data to identify discernable trends?

A) Problem Management
B) Service Level Management
C) Change Management
D) Event Management

Solutions: