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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability

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

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

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

3. Which of the following is NOT the responsibility of the Service Catalogue Manager?

A) Ensuring that all operational services are recorded in the Service Catalogue
B) Ensuring that information in the Service Catalogue is consistent with information in the
Service Portfolio
C) Ensuring that information within the Service Pipeline is accurate
D) Ensuring that information in the Service Catalogue is accurate

4. Which of the following would NOT be a task carried out by the Request Fulfilment process?

A) Provision of information used to compare actual performance against design standards
B) Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
C) The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
D) Provision of information to users and customers about the availability of services and the procedure for obtaining them

5. Which process lists "Understanding patterns of business activity" as a major role?

A) Supplier Management
B) Request Fulfilment
C) Demand Management
D) Service Desk

Solutions: