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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following statements is CORRECT?

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

2. Which of the following is a responsibility of Supplier Management?

A) Development, negotiation and agreement of Service Level Agreements
B) Development, negotiation and agreement of Organisational Level Agreements
C) Development, negotiation and agreement of the Service Portfolio
D) Development, negotiation and agreement of contracts

3. What is the BEST description of a Major Incident?

A) An Incident that is so complex that it requires root cause analysis before a workaround can be found
B) An Incident logged by a senior manager
C) An Incident which requires a large number of people to resolve
D) An Incident which has a high priority or high impact on the business

4. Which of these statements about Resources and Capabilities is CORRECT?

A) Resources are types of Service Asset and Capabilities are not
B) Neither Capabilities nor Resources are types of Service Asset
C) Capabilities are types of Service Asset and Resources are not
D) Resources and Capabilities are both types of Service Asset

5. Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?

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

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