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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The group that authorizes changes that must be installed faster than the normal process is called the:

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

2. What does a service always deliver to customers?

A) Applications
B) Value
C) Resources
D) Infrastructure

3. Which of these statements about Assets, Resources and Capabilities is MOST accurate?

A) Capabilities are types of Asset and Resources are ways of using Assets
B) Resources are types of Asset and Capabilities are ways of using Assets
C) Capabilities and Resources are both ways of using Assets
D) Resources and Capabilities are both types of Asset

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

5. Who owns the specific costs and risks associated with providing a service?

A) The Customer
B) The Service Level Manager
C) The Finance department
D) The Service Provider

Solutions: