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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider

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

2. The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

A) Service Asset and Configuration Management
B) Change Management
C) Knowledge Management
D) Availability Management

3. Which of the following is a sub-process of Capacity Management?

A) Capability Capacity Management
B) Component Capacity Management
C) Process Capacity Management
D) Technology Capacity Management

4. What is a RACI model used for?

A) Defining roles and responsibilities
B) Recording Configuration Items
C) Performance analysis
D) Monitoring services

5. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the following?

A) Service Pipeline and Service Catalogue
B) Applications and Infrastructure
C) Functions and Processes
D) Markets and Customers

Solutions: