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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of these is the correct set of steps for the Continual Service Improvement Model?

A) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
B) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;
Did we get there?; How do we keep the momentum going?
C) Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually Improve
D) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

2. Which of the following is one of the PRIMARY objectives of Service Strategy?

A) To underscore the importance of services in the global economy
B) To provide detailed specifications for the design of IT services
C) To transform Service Management into a strategic asset
D) To design and build processes that will meet business needs

3. Which of the following is NOT an aim of the Change Management process?

A) Standardised methods and procedures are used for efficient and prompt handling of all
Changes
B) All budgets and expenditures are accounted for
C) Overall business risk is optimised
D) All changes to Service Assets and Configuration Items (CIs) are recorded in the
Configuration Management system

4. What are the key processes within Service Operation?

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

5. Availability Management is responsible for availability of:

A) Services, Components and Business Processes
B) Services and Components
C) Components and Business Processes
D) Services and Business Processes

Solutions: