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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:

A) High Utility and Low Warranty
B) Low Utility and High Warranty
C) Low Utility and Low Warranty
D) High Utility and High Warranty

2. Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A) Service Operation
B) Continual Service Improvement
C) Service Strategy
D) Service Transition

3. Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

A) Change Management
B) Incident Management
C) Service Level Management
D) Service Asset and Configuration Management

4. What is the BEST description of the purpose of Service Operation?

A) To proactively prevent all outages to IT Services
B) To decide how IT will engage with suppliers during the Service Management Lifecycle
C) To deliver and manage IT Services at agreed levels to business users and customers
D) To design and build processes that will meet business needs

5. Which of these would fall outside the scope of a typical service Change Management process?

A) A change to a contract with a supplier
B) A change to a business process that depends on IT Services
C) An urgent need to replace a CPU to restore a service during an incident
D) A firmware upgrade to a server that is only used for IT Service Continuity purposes

Solutions: