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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. Which role is accountable for a specific service within an organisation?

A) The Service Level Manager
B) The Service Continuity Manager
C) The Service Owner
D) The Business Relationship Manager

3. Which of the following is NOT a purpose of Service Transition?

A) To provide quality knowledge of Change, Release and Deployment Management
B) To plan and manage the capacity and resource requirements to manage a release
C) To provide training and certification in project management
D) To ensure that a service can be managed, operated and supported

4. A single release unit, or a structured set of release units can be defined within:

A) A Request Model
B) A Release Package
C) The RACI Model
D) The Plan, Do, Check, Act (PDCA) cycle

5. Which of the following are the two primary elements that create value for customers?

A) Value on Investment, Return on Investment
B) Customer and User satisfaction
C) Utility and Warranty
D) Understanding Service Requirements and Warranty

Solutions: