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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

A) Manage an activity
B) Tell others about the progress of an activity
C) Perform an activity
D) Be kept up to date on the progress of an activity

2. Which of the following is NOT an example of a Service Provider Type?

A) Shared services unit
B) Internal service provider
C) External service provider
D) Third-party provider

3. Hierarchic escalation is best described as?

A) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
B) Failing to meet the Incident resolution times specified in a Service Level Agreement
C) Notifying more senior levels of management about an Incident
D) Passing an Incident to people with a greater level of technical skill

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

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

5. Which of the following statements BEST describes a Definitive Media Library (DML)?

A) A database that contains definitions of all media Configuration Items (CIs)
B) A secure library where definitive authorised versions of all software and back-ups are stored and protected
C) A secure location where definitive hardware spares are held
D) A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected

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