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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is the BEST definition of an Event?

A) An unplanned interruption to an IT service
B) Any detectable or discernable occurrence that has significance for the management of the
IT infrastructure
C) Reducing or eliminating the cause of an Incident or Problem
D) The unknown cause of one or more Incidents

2. Which of the following is a valid role in the RACI Authority Matrix?

A) Complex
B) Consulted
C) Configuration
D) Controlled

3. Hierarchic escalation is best described as?

A) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
B) Notifying more senior levels of management about an Incident
C) Failing to meet the Incident resolution times specified in a Service Level Agreement
D) Passing an Incident to people with a greater level of technical skill

4. The group that reviews Changes that must be installed faster than the normal Change process is called the:

A) Urgent Change Authority (UCA)
B) Emergency Change Advisory Board (ECAB)
C) Technical Management (TM)
D) Urgent Change Board (UCB)

5. 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 consists of five publications
C) It is also structured around the Service Lifecycle
D) It provides the guidance necessary for an integrated approach as required by ISO/IEC
20000

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