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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which process is responsible for recording relationships between service components?

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

2. Which of the following is NOT an objective of Problem Management?

A) Preventing Problems and resulting Incidents from happening
B) Minimising the impact of Incidents that cannot be prevented
C) Restoring normal service operation as quickly as possible and minimising adverse impact on the business
D) Eliminating recurring Incidents

3. Which of the following is concerned with fairness and transparency?

A) Service Strategy
B) Service Level Management
C) Governance
D) Capacity Management

4. Which of the following are the MAIN objectives of Incident Management?
1. To automatically detect service affecting Events
2. To restore normal service operation as quickly as possible
3. To minimise adverse impacts on business operations

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

5. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

A) Excessively reactive
B) Excessively proactive
C) Extreme focus on quality
D) Extreme focus on cost

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