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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Availability Management is responsible for availability of:

A) Services, Components and Business Processes
B) Services and Business Processes
C) Services and Components
D) Components and Business Processes

2. Understanding customer usage of services and how this varies over time is part of which process?

A) Component Capacity Management
B) Service Level Management
C) Demand Management
D) Service Portfolio Management

3. The group that reviews Changes that must be installed faster than the normal Change process is called the:

A) Emergency Change Advisory Board (ECAB)
B) Urgent Change Board (UCB)
C) Technical Management (TM)
D) Urgent Change Authority (UCA)

4. The BEST Processes to automate are those that are?

A) Carried out by lots of people
B) Critical to the success of the business mission
C) Simple and well understood
D) Carried out by Service Operations

5. 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) 1, 2 and 3 only
C) 1, 3 and 4 only
D) 2, 3 and 4 only

Solutions: