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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. Which of the following does the Availability Management process include:
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

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

3. Which of the following statements BEST describes a Definitive Media Library (DML)?

A) A secure location where definitive hardware spares are held
B) A secure library where definitive authorised versions of all software and back-ups are stored and protected
C) A database that contains definitions of all media Configuration Items (CIs)
D) A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected

4. Which of the following is NOT a characteristic of a process?

A) It is measurable
B) A method of structuring an organization
C) Delivers specific results
D) Responds to specific events

5. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Availability Management
B) Business Relationship Management
C) Service Level Management
D) Continual Service Improvement

Solutions: