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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following sentences BEST describes a Standard Change?

A) A Change that is made as the result of an audit
B) A pre-authorised Change that has an accepted and established procedure
C) A Change to the service provider's established policies and guidelines
D) A Change that correctly follows the required Change process

2. Which role would you MOST expect to be involved in the management of Underpinning
Contracts?

A) Service Catalogue Manager
B) Supplier Manager
C) Process Manager
D) IT Designer/Architect

3. A change process model should include:
1. The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

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

4. One of the five major aspects of Service Design is the design of service solutions. Which of the following does this include?

A) Only requirements needed and agreed
B) Only resources and capabilities needed
C) Only capabilities needed and agreed
D) Requirements, resources and capabilities needed and agreed

5. Which process is responsible for recording relationships between service components?

A) Incident Management
B) Service Portfolio Management
C) Service Level Management
D) Service Asset and Configuration Management

Solutions: