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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following sentences BEST describes a Standard Change?

A) A Change that correctly follows the required Change process
B) A Change to the service provider's established policies and guidelines
C) A Change that is made as the result of an audit
D) A pre-authorised Change that has an accepted and established procedure

2. Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of
Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?

A) Service Design B.
Service Strategy C.
Service Operation
B) Continual Service Improvement

3. Which of the following are benefits that implementing Service Transition could provide to the business?
1. Ability to adapt quickly to new requirements
2. Reduced cost to design new services
3. Improved success in implementing changes

A) 2 and 3 only
B) All of the above
C) 1 and 3 only
D) 1 and 2 only

4. Which Functions are included in IT Operations Management?

A) IT Operations Control and Facilities Management
B) Facilities Management and Technical Management
C) Network Management and Application Management
D) Technical Management and Application Management

5. Which of the following is NOT an example of a Service Provider Type?

A) Third-party provider
B) Internal service provider
C) External service provider
D) Shared services unit

Solutions: