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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment

A) 1, 3 and 4 only
B) 1, 2 and 3 only
C) 1, 2 and 4 only
D) 2, 3 and 4 only

3. Who owns the specific costs and risks associated with providing a service?

A) The Customer
B) The Service Level Manager
C) The Service Provider
D) The Finance department

4. The Left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?

A) The business value that can be expected from a given service
B) Performance and capacity requirements of services and IT infrastructure
C) Roles and responsibilities required for an effective service management implementation
D) Validation and Testing

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

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

Solutions: