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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is the CORRECT definition of a Release Unit?

A) A measurement of cost
B) The team of people responsible for implementing a release
C) A function described within service transition
D) The portion of a service or IT infrastructure that is normally released together

2. What is the name of the area where the definitive authorised versions of all media
Configuration Items (CIs) are stored and protected?

A) Definitive Media Library
B) Definitive Software Store
C) Service Knowledge Management System
D) Software Secure Library

3. When should tests for a new service be designed?

A) Before the service is designed
B) At the same time as the service is designed
C) As part of Service Transition
D) After the service has been designed, before the service is handed over to Service Transition

4. Which process is responsible for providing the right to use an IT Service?

A) Request Fulfilment
B) Access Management
C) Incident Management
D) Change Management

5. Which of the following is a good metric for measuring the effectiveness of Service Level
Management?

A) Customer satisfaction score
B) Average number of daily incidents managed by each service agent
C) Number of services deployed within agreed times
D) Number of services in the Service Portfolio

Solutions: