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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

2. Access Management is closely related to which other processes?

A) Information Security Management only
B) Information Security Management and 3rd line support
C) Information Security Management and Availability Management
D) Availability Management only

3. How many numbered steps are in the Continual Service Improvement (CSI) process?

A) 11
B) 6
C) 4
D) 7

4. In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?

A) Setting measurement targets
B) Taking measurements and recording metrics
C) Service and process improvements
D) Baseline assessments

5. Major Incidents require:

A) Separate procedures
B) Less urgency
C) Longer timescales
D) Less documentation

Solutions: