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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is NOT a characteristic of a process?

A) A method of structuring an organization
B) It is measurable
C) Responds to specific events
D) Delivers specific results

2. Which of the following options is a hierarchy that is used in Knowledge Management?

A) Data - Information - Knowledge - Wisdom
B) Information - Data - Knowledge - Wisdom
C) Knowledge - Wisdom - Information - Data
D) Wisdom - Information - Data - Knowledge

3. Which of the following statements is CORRECT?

A) Process owners are more important to service management than service owners
B) Process owners and service owners are not required within the same organization
C) Service owners are more important to service management than process owners
D) Service owners are as important to service management as process owners

4. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

A) Both of the above
B) 2 only
C) Neither of the above
D) 1 only

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

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

Solutions: