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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following are the two primary elements that create value for customers?
A) Understanding Service Requirements and Warranty
B) Customer and User satisfaction
C) Value on Investment, Return on Investment
D) Utility and Warranty
2. Which of the following sentences BEST describes a Standard Change?
A) A pre-authorised Change that has an accepted and established procedure
B) A Change that is made as the result of an audit
C) A Change that correctly follows the required Change process
D) A Change to the service provider's established policies and guidelines
3. 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) Validation and Testing
B) The business value that can be expected from a given service
C) Performance and capacity requirements of services and IT infrastructure
D) Roles and responsibilities required for an effective service management implementation
4. The MAIN objective of Service Level Management is:
A) To ensure that sufficient capacity is provided to deliver the agreed performance of services
B) To ensure that an agreed level of IT service is provided for all current IT services
C) To carry out the Service Operations activities needed to support current IT services
D) To create and populate a Service Catalogue
5. Which of the following statements correctly states the relationship between urgency, priority and impact?
A) Impact, priority and urgency are independent of each other
B) Impact should be based on urgency and priority
C) Urgency should be based on impact and priority
D) Priority should be based on impact and urgency
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: D |



