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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following should be done when closing an incident?
1.Check the incident categorization and correct it if necessary
2.Check that the user is satisfied with the outcome

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

2. Which statement BEST represents the guidance on incident logging?

A) The service desk decide which incidents to log
B) Incidents must only be logged if a resolution is not immediately available
C) All incidents must be fully logged
D) Only incidents reported to the service desk can be logged

3. With which process is problem management likely to share categorization and impact coding systems?

A) Incident management
B) Service asset and configuration management
C) IT service continuity management
D) Capacity management

4. At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A) Service transition: Plan and prepare for deployment
B) Service operation: IT operations management
C) Service strategy: Develop the offerings
D) Service design: Design the processes

5. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Incident management, service desk, request fulfillment, access management, and event management
B) Incident management, problem management, service desk, request fulfillment, and event management
C) Event management, incident management, change management, and access management
D) Event management, incident management, problem management, request fulfillment, and access management

Solutions: