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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. Which of the following would you expect to find documented in an Incident Model?
1. The Service Level Agreement pertaining to the incident
2. Chronological order of steps to resolve the incident

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

3. Which of the following is NOT an example of a Service Provider Type?

A) Shared services unit
B) Internal service provider
C) External service provider
D) Third-party provider

4. Which of these statements about Assets, Resources and Capabilities is MOST accurate?

A) Resources are types of Asset and Capabilities are ways of using Assets
B) Capabilities are types of Asset and Resources are ways of using Assets
C) Capabilities and Resources are both ways of using Assets
D) Resources and Capabilities are both types of Asset

5. Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers

A) 1, 3 and 4 only
B) 2, 3 and 4 only
C) 1, 2 and 3 only
D) None of the above

Solutions: