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

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

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

3. A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:

A) Low Utility and Low Warranty
B) High Utility and High Warranty
C) Low Utility and High Warranty
D) High Utility and Low Warranty

4. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

A) Excessively reactive
B) Extreme focus on cost
C) Extreme focus on quality
D) Excessively proactive

5. Which of the following statements BEST describes a Definitive Media Library (DML)?

A) A secure location where definitive hardware spares are held
B) A database that contains definitions of all media Configuration Items (CIs)
C) A secure library where definitive authorised versions of all software and back-ups are stored and protected
D) A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected

Solutions: