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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics

A) 1 only
B) 2 and 3 only
C) All of the above
D) 1, 2 and 4 only

2. 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

3. Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?
1. Identifying configuration of user desktop PCs when Incidents are logged
2. Control of user desk-top PCs
3. Create and use diagnostic scripts
4. Dashboard type technology

A) 1, 3 and 4 only
B) 2, 3 and 4 only
C) 1, 2 and 3 only
D) All of the above

4. One of the five major aspects of Service Design is the design of service solutions. Which of the following does this include?

A) Only requirements needed and agreed
B) Only capabilities needed and agreed
C) Requirements, resources and capabilities needed and agreed
D) Only resources and capabilities needed

5. Within Service Design, what is the key output handed over to Service Transition?

A) Service Design Package
B) Service Portfolio Design
C) Process definitions
D) Measurement, methods and metrics

Solutions: