ISEB ISEB-ITILV3F

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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. What is the BEST description of the purpose of Service Operation?

A) To design and build processes that will meet business needs
B) To deliver and manage IT Services at agreed levels to business users and customers
C) To proactively prevent all outages to IT Services
D) To decide how IT will engage with suppliers during the Service Management Lifecycle

2. Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers

A) None of the above
B) 2, 3 and 4 only
C) 1, 2 and 3 only
D) 1, 3 and 4 only

3. A single release unit, or a structured set of release units can be defined within:

A) A Request Model
B) A Release Package
C) The RACI Model
D) The Plan, Do, Check, Act (PDCA) cycle

4. Which of the following is a valid role in the RACI Authority Matrix?

A) Controlled
B) Configuration
C) Consulted
D) Complex

5. A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:

A) High Utility and Low Warranty
B) Low Utility and High Warranty
C) Low Utility and Low Warranty
D) High Utility and High Warranty

Solutions: