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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is concerned with fairness and transparency?

A) Service Level Management
B) Capacity Management
C) Governance
D) Service Strategy

2. Which of the following is the BEST definition of an Event?

A) The unknown cause of one or more Incidents
B) An unplanned interruption to an IT service
C) Any detectable or discernable occurrence that has significance for the management of the
IT infrastructure
D) Reducing or eliminating the cause of an Incident or Problem

3. One of the five major aspects of Service Design is the design of service solutions. Which of the following does this include?

A) Only capabilities needed and agreed
B) Requirements, resources and capabilities needed and agreed
C) Only requirements needed and agreed
D) Only resources and capabilities needed

4. Which of the following is the BEST description of a Service-based Service Level Agreement
(SLA)?

A) An agreement that covers one service for all users of that service
B) An agreement with an individual customer group, covering all the services that they use
C) An agreement that covers one service for a single customer
D) An agreement that covers service specific issues in a multi-level SLA structure

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

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

Solutions: