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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Measure
B) Implement
C) Perform
D) Do

2. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A) Event management
B) Service asset and configuration management
C) Problem management
D) Service catalogue management

3. Which of the following options is a hierarchy that is used in knowledge management?

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

4. Which of the following are sources of best practice?
1.Academic research
2.Internal experience
3.Industry practices

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

5. Which process would be used to compare the value that newer services have offered over those they have replaced?

A) Capacity management
B) Service portfolio management
C) Availability management
D) Service catalogue management

Solutions: