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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Who has the responsibility for review and risk analysis of all suppliers and contracts on a regular basis?

A) The Supplier Manager
B) The IT Service Continuity Manager
C) The Service Catalogue Manager
D) The Service Level Manager

2. The consideration of business outcomes and value creation are principles of which part of the
Service Lifecycle?

A) Service Strategy
B) Service Design
C) Continual Service Improvement
D) Service Transition

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

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

4. A Known Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A) Yes
B) No, a Known Error can only be raised after the permanent resolution has been implemented
C) No, the workaround must be found before a Known Error is created
D) No, a Known Error must be raised at the same time as a problem

5. Service Transition contains detailed descriptions of which processes?

A) Service Level Management, Service Portfolio Management, Service Asset and
Configuration Management
B) Service Asset and Configuration Management, Release and Deployment Management,
Request Fulfilment
C) Change Management, Capacity Management Event Management, Service Request
Management
D) Change Management, Service Asset and Configuration Management, Release and
Deployment Management

Solutions: