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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which is the CORRECT list for the three levels of a multi level Service Level Agreement
(SLA)?

A) Corporate, Customer, Service
B) Service, User, IT
C) Technology, Customer, User
D) Corporate, Customer, Technology

2. Identify the input to the Problem Management process

A) Request for Change
B) Incident Records
C) Problem Resolution
D) New Known Errors

3. What does a service always deliver to customers?

A) Resources
B) Infrastructure
C) Applications
D) Value

4. In which core publication can you find detailed descriptions of Service Catalogue
Management, Information Security Management and Supplier Management?

A) Service Operation
B) Service Strategy
C) Service Design
D) Service Transition

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

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

Solutions: