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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The Definitive Media Library and Definitive Spares are the responsibility of:

A) Access Management
B) Service Asset and Configuration Management
C) Facilities Management
D) Request Fulfilment

2. Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics

A) 1 only
B) 2 and 3 only
C) All of the above
D) 1, 2 and 4 only

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

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

4. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
B) Service metrics measure processes and functions; Technology metrics measure server and network availability
C) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
D) Service metrics measure the end to end service; Technology metrics measure individual components

5. Which of the following statements is CORRECT?

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

Solutions:

Question # 1 Answer: B

Question # 2 Answer: C

Question # 3 Answer: B

Question # 4 Answer: D

Question # 5 Answer: D