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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

A) Incident Management
B) Change Management
C) Service Asset and Configuration Management
D) Service Level Management

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

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

3. Which process is responsible for sourcing and delivering components of requested standard services?

A) Request Fulfilment
B) Service Desk
C) Service Portfolio Management
D) IT Finance

4. Defining the processes needed to operate a new service is part of:

A) Service Transition: Plan and prepare for deployment
B) Service Design: Design the processes
C) Service Operation: IT Operations Management
D) Service Strategy: Develop the offerings

5. Which of the following statements is INCORRECTLY assigned to its book?

A) Ensures that organisations are in a position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGY
B) Contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITION
C) Contains guidance on supporting operations through new models and architectures, such as shared services: CONTINUAL SERVICE IMPROVEMENT
D) Provides Guidance for the development of services and service management processes:
SERVICE DESIGN

Solutions: