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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A) Service Catalogue Management
B) Service Level Management
C) Service Transition
D) Demand Management

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

3. Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of which of:

A) People, Process, Products, Technology
B) People, Products, Technology, Partners
C) People, Process, Partners, Suppliers
D) People, Process, Products, Partners

4. Which of the following is NOT a benefit of using public frameworks and standards?

A) They make collaboration between organizations easier by giving a common language
B) They are validated across a wide range of environments making them more robust
C) Knowledge of public frameworks is more likely to be widely distributed
D) They are always free ensuring they can be implemented quickly

5. Which of the following statements is CORRECT?

A) Service owners are more important to service management than process owners
B) Service owners are as important to service management as process owners
C) Process owners and service owners are not required within the same organization
D) Process owners are more important to service management than service owners

Solutions: