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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?

A) Customers
B) The Facilities Management function
C) Suppliers, manufacturers and vendors
D) Internal departments

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

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

3. The MAIN objective of Service Level Management is:

A) To ensure that an agreed level of IT service is provided for all current IT services
B) To carry out the Service Operations activities needed to support current IT services
C) To ensure that sufficient capacity is provided to deliver the agreed performance of services
D) To create and populate a Service Catalogue

4. Which of the following does the Availability Management process include:
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

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

5. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

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

Solutions: