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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. 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 High Warranty
B) Low Utility and Low Warranty
C) High Utility and Low Warranty
D) High Utility and High Warranty

2. Which of the following is a valid role in the RACI Authority Matrix?

A) Complex
B) Consulted
C) Configuration
D) Controlled

3. Which of the following provides resources to resolve operational and support issues during
Release and Deployment?

A) Service Test Manager
B) Evaluation
C) Release Packaging and Build Manager
D) Early Life Support

4. 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

5. The Left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?

A) Performance and capacity requirements of services and IT infrastructure
B) Roles and responsibilities required for an effective service management implementation
C) The business value that can be expected from a given service
D) Validation and Testing

Solutions:

Question # 1 Answer: C

Question # 2 Answer: B

Question # 3 Answer: D

Question # 4 Answer: A

Question # 5 Answer: D