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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. To add value to the business, what are the four reasons to monitor and measure?

A) Report; Manage; Improve; Extend
B) Plan; Predict; Report; Justify
C) Manage; Monitor; Diagnose; Intervene
D) Validate; Direct; Justify; Intervene

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

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

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

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

4. What are the key processes within Service Operation?

A) Event Management, Incident Management, Request Fulfilment and Access Management
B) Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management
C) Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management
D) Event Management, Incident and Problem Management, Request Fulfilment and Access
Management

5. Which of the following is NOT a valid objective of Problem Management?

A) To manage Problems throughout their lifecycle
B) To prevent Problems and their resultant Incidents
C) To restore service to a user
D) To minimise the impact of Incidents that can not be prevented

Solutions: