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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

A) Performance Management
B) Event Management
C) Service Asset and Configuration Management
D) Service Level Management

2. Which of the following statements is CORRECT?

A) The Configuration Management System is part of the Service Knowledge Management system
B) The Configuration Management System is part of the Configuration Management Database
C) The Configuration Management System is part of the Known Error Data Base
D) The Service Knowledge Management System is part of the Configuration Management
System

3. The MAIN objective of Service Level Management is:

A) To ensure that an agreed level of IT service is provided for all current IT services
B) To carry out the Service Operations activities needed to support current IT services
C) To create and populate a Service Catalogue
D) To ensure that sufficient capacity is provided to deliver the agreed performance of services

4. Service Transition contains detailed descriptions of which processes?

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

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

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

Solutions: