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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
A) The Change Manager
B) The Configuration Manager
C) The Information Security Manager
D) The Service Level Manager
2. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?
A) It is also structured around the Service Lifecycle
B) It provides guidance to specific industry sectors and types of organization
C) It consists of five publications
D) It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000
3. In which core publication can you find detailed descriptions of Service Catalogue
Management, Information Security Management and Supplier Management?
A) Service Strategy
B) Service Operation
C) Service Design
D) Service Transition
4. Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing technology architectures to support the service
3. Ensuring required contracts and agreements are in place
A) 1 and 2 only
B) 2 and 3 only
C) All of the above
D) 1 and 3 only
5. Which of these is the correct set of steps for the Continual Service Improvement Model?
A) Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually Improve
B) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;
Did we get there?; How do we keep the momentum going?
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: D |
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