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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Availability Management is responsible for availability of:

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

2. The Definitive Media Library and Definitive Spares are the responsibility of:

A) Facilities Management
B) Access Management
C) Service Asset and Configuration Management
D) Request Fulfilment

3. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure processes and functions; Technology metrics measure server and network availability
B) Service metrics measure the end to end service; Technology metrics measure individual components
C) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
D) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

4. Which of the following would NOT trigger Service Level Management activity?

A) Standard Changes
B) Changes in strategy or policy
C) Service breaches
D) Service review meetings

5. Which of the following is NOT a purpose of Service Transition?

A) To plan and manage the capacity and resource requirements to manage a release
B) To provide training and certification in project management
C) To provide quality knowledge of Change, Release and Deployment Management
D) To ensure that a service can be managed, operated and supported

Solutions: