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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which process lists "Understanding patterns of business activity" as a major role?

A) Service Desk
B) Supplier Management
C) Demand Management
D) Request Fulfilment

2. What is the BEST description of the purpose of Service Operation?

A) To proactively prevent all outages to IT Services
B) To decide how IT will engage with suppliers during the Service Management Lifecycle
C) To deliver and manage IT Services at agreed levels to business users and customer
D) To design and build processes that will meet business needs

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

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

4. The MAIN objective of Service Level Management is:

A) To ensure that an agreed level of IT service is provided for all current IT services
B) To create and populate a Service Catalogue
C) To carry out the Service Operations activities needed to support current IT services
D) To ensure that sufficient capacity is provided to deliver the agreed performance of services

5. The lifecycle stages of IT Service Continuity Management are?

A) Plan; Do; Check; Act
B) Strategy; Design; Transition; Operation; Continual Improvement
C) Initiation; Requirements and Strategy; Implementation; Ongoing Operation
D) Strategy; Requirements; Planning; Communication; Testing; Invocation

Solutions: