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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following should be supported by technology?
1. Verification of Configuration Management System data
2. Control of user desk-tops
3. Creation and use of diagnostic scripts
4. Visibility of overall IT Service performance

A) 2, 3 and 4 only
B) 1, 2 and 3 only
C) 1, 3 and 4 only
D) All of the above

2. Within Service Design, what is the key output handed over to Service Transition?

A) Service Portfolio Design
B) Measurement, methods and metrics
C) Process definitions
D) Service Design Package

3. Which of the following statements BEST describes a Definitive Media Library (DML)?

A) A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected
B) A secure location where definitive hardware spares are held
C) A database that contains definitions of all media Configuration Items (CIs)
D) A secure library where definitive authorised versions of all software and back-ups are stored and protected

4. Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing technology architectures to support the service
3. Ensuring required contracts and agreements are in place

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

5. What does a service always deliver to customers?

A) Applications
B) Resources
C) Infrastructure
D) Value

Solutions: