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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

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

3. Which of the following is the CORRECT definition of a Release Unit?

A) A function described within service transition
B) The portion of a service or IT infrastructure that is normally released together
C) The team of people responsible for implementing a release
D) A measurement of cost

4. Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A) 2, 3 and 4 only
B) 1, 3 and 4 only
C) 1, 2 and 4 only
D) 1, 2 and 3 only

5. How many people should be accountable for a process as defined in the RACI model?

A) Two - the process owner and the process enactor
B) As many as necessary to complete the activity
C) Only one - the process owner
D) Only one - the process architect

Solutions: