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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

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

2. Which of the following sentences BEST describes a Standard Change?

A) A Change that is made as the result of an audit
B) A Change to the service provider's established policies and guidelines
C) A pre-authorised Change that has an accepted and established procedure
D) A Change that correctly follows the required Change process

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

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

4. RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles?

A) Informed
B) Accountable
C) Consulted
D) Reliable

5. As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider

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

Solutions: