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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities

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

2. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

A) Extreme focus on quality
B) Excessively proactive
C) Excessively reactive
D) Extreme focus on cost

3. Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

A) Service Level Management
B) Change Management
C) Service Asset and Configuration Management
D) Incident Management

4. A Known Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A) No, a Known Error can only be raised after the permanent resolution has been implemented
B) Yes
C) No, a Known Error must be raised at the same time as a problem
D) No, the workaround must be found before a Known Error is created

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

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

Solutions: