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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following defines the level of protection in Information Security Management?

A) The ISO27001 Standard
B) The IT Executive
C) The Service Level Manager
D) The Business

2. Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

A) The ECAB will be used for emergency changes where there may not be time to call a full
CAB
B) The ECAB will be chaired by the IT Director
C) Amongst the duties of the ECAB is the review of completed emergency changes
D) The ECAB considers every high priority Request for Change

3. Where should details of a Workaround always be documented?

A) The IT Service Continuity Plan
B) The Problem Record
C) The Availability Management Information System
D) The Service Level Agreement (SLA)

4. Which of the following is step 1 in the 7 Step Improvement Process?

A) Define what you should measure
B) Identify gaps in Service Level Agreement (SLA achievement
C) Prepare for action
D) Where are we now?

5. Which processes review Underpinning Contracts on a regular basis?

A) Demand Management and Service Level Management
B) Supplier Management, Demand Management and Service Level Management
C) Supplier Management and Service Level Management
D) Supplier Management and Demand Management

Solutions: