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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. 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
2. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?
A) Be kept up to date on the progress of an activity
B) Tell others about the progress of an activity
C) Perform an activity
D) Manage an activity
3. Which of the following do Technology metrics measure?
A) Components
B) Processes
C) Customer satisfaction
D) The end to end service
4. What does a service always deliver to customers?
A) Applications
B) Infrastructure
C) Value
D) Resources
5. Consider the following list:
1. Change Authority
2. Change Manager
3. Change Advisory Board (CAB) What are these BEST described as?
A) Roles, people or groups
B) Teams
C) Job descriptions
D) Functions
Solutions:
Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |