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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is the BEST description of a Service-based Service Level Agreement
(SLA)?

A) An agreement that covers service specific issues in a multi-level SLA structure
B) An agreement with an individual customer group, covering all the services that they use
C) An agreement that covers one service for all users of that service
D) An agreement that covers one service for a single customer

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

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

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

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

4. Which of the following questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?

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

5. 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) 1 and 2 only
B) 2 and 3 only
C) 1 and 3 only
D) All of the above

Solutions: