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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

A) A measurement of cost
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 function described within service transition

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

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

3. Which of the following statements is INCORRECTLY assigned to its book?

A) Provides Guidance for the development of services and service management processes:
SERVICE DESIGN
B) Ensures that organisations are in a position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGY
C) Contains guidance on supporting operations through new models and architectures, such as shared services: CONTINUAL SERVICE IMPROVEMENT
D) Contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITION

4. Which of the following is NOT a FUNCTION?

A) Technical Management
B) Incident Management
C) Application Management
D) Service Desk

5. The lifecycle stages of IT Service Continuity Management are?

A) Plan; Do; Check; Act
B) Initiation; Requirements and Strategy; Implementation; Ongoing Operation
C) Strategy; Requirements; Planning; Communication; Testing; Invocation
D) Strategy; Design; Transition; Operation; Continual Improvement

Solutions: