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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which role would you MOST expect to be involved in the management of Underpinning
Contracts?

A) Service Catalogue Manager
B) IT Designer/Architect
C) Supplier Manager
D) Process Manager

2. Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

A) Categorization
B) Prioritization
C) Review and Close
D) Remediation Planning

3. Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

A) The Configuration Manager
B) The Service Level Manager
C) The Change Manager
D) The Information Security Manager

4. Which of the following activities is NOT a part of the Deming Cycle?

A) Coordinate
B) Act
C) Plan
D) Do

5. Which process lists "Understanding patterns of business activity" as a major role?

A) Request Fulfilment
B) Service Desk
C) Demand Management
D) Supplier Management

Solutions: