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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following would NOT trigger Service Level Management activity?

A) Changes in strategy or policy
B) Service review meetings
C) Service breaches
D) Standard Changes

2. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A) Service Transition
B) Service Level Management
C) Service Catalogue Management
D) Demand Management

3. Identify the input to the Problem Management process

A) Incident Records
B) Request for Change
C) Problem Resolution
D) New Known Errors

4. Understanding customer usage of services and how this varies over time is part of which process?

A) Service Portfolio Management
B) Service Level Management
C) Component Capacity Management
D) Demand Management

5. The group that reviews Changes that must be installed faster than the normal Change process is called the:

A) Urgent Change Authority (UCA)
B) Emergency Change Advisory Board (ECAB)
C) Technical Management (TM)
D) Urgent Change Board (UCB)

Solutions: