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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. What is the BEST description of the purpose of Service Operation?

A) To design and build processes that will meet business needs
B) To deliver and manage IT Services at agreed levels to business users and customers
C) To proactively prevent all outages to IT Services
D) To decide how IT will engage with suppliers during the Service Management Lifecycle

2. Availability Management is responsible for availability of:

A) Services and Components
B) Services, Components and Business Processes
C) Services and Business Processes
D) Components and Business Processes

3. When should tests for a new service be designed?

A) Before the service is designed
B) As part of Service Transition
C) After the service has been designed, before the service is handed over to Service Transition
D) At the same time as the service is designed

4. 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

5. 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) 2 only
B) 1 only
C) Neither of the above
D) Both of the above

Solutions: