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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment

A) 1, 2 and 3 only
B) 2, 3 and 4 only
C) 1, 2 and 4 only
D) 1, 3 and 4 only

2. Which Function would provide staff to monitor events in an Operations Bridge?

A) Technical Management
B) IT Operations Management
C) Applications Management
D) Service Desk

3. To add value to the business, what are the four reasons to monitor and measure?

A) Report; Manage; Improve; Extend
B) Validate; Direct; Justify; Intervene
C) Plan; Predict; Report; Justify
D) Manage; Monitor; Diagnose; Intervene

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

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

5. Which of the following statements is CORRECT?

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

Solutions: