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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is a responsibility of Supplier Management?

A) Development, negotiation and agreement of the Service Portfolio
B) Development, negotiation and agreement of Service Level Agreements
C) Development, negotiation and agreement of contracts
D) Development, negotiation and agreement of Organisational Level Agreements

2. Identify the input to the Problem Management process

A) Request for Change
B) Problem Resolution
C) Incident Records
D) New Known Errors

3. Which is the BEST definition of a Configuration Item (CI)?

A) An asset, service component or other item that is, or will be, under the control of
Configuration Management
B) A collection of information used to describe a hardware or software item
C) An item of hardware or software registered in the asset database
D) Information recorded by the Service Desk when an Incident is reported

4. Which of the following would NOT trigger Service Level Management activity?

A) Service breaches
B) Service review meetings
C) Changes in strategy or policy
D) Standard Changes

5. Who has the responsibility for review and risk analysis of all suppliers and contracts on a regular basis?

A) The Supplier Manager
B) The Service Level Manager
C) The Service Catalogue Manager
D) The IT Service Continuity Manager

Solutions: