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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics

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

3. Which of the following questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?

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

4. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Perform
B) Implement
C) Measure
D) Do

5. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

A) Service Design
B) Service Transition
C) Service Strategy D.
Service Operation

Solutions: