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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
B) Service metrics measure processes and functions; Technology metrics measure server and network availability
C) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
D) Service metrics measure the end to end service; Technology metrics measure individual components

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

3. In which core publication can you find detailed descriptions of Service Catalogue
Management, Information Security Management and Supplier Management?

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

4. In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?

A) Taking measurements and recording metrics
B) Setting measurement targets
C) Baseline assessments
D) Service and process improvements

5. How many numbered steps are in the Continual Service Improvement (CSI) process?

A) 4
B) 11
C) 6
D) 7

Solutions: