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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following would you expect to find documented in an Incident Model?
1. The Service Level Agreement pertaining to the incident
2. Chronological order of steps to resolve the incident

A) 2 only
B) Neither of the above
C) 1 only
D) Both of the above

2. Which role would you MOST expect to be involved in the management of Underpinning
Contracts?

A) Supplier Manager
B) Service Catalogue Manager
C) IT Designer/Architect
D) Process Manager

3. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure the end to end service; Technology metrics measure individual components
B) Service metrics measure processes and functions; Technology metrics measure server and network availability
C) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
D) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

4. Which of the following sentences BEST describes a Standard Change?

A) A Change that is made as the result of an audit
B) A Change that correctly follows the required Change process
C) A pre-authorised Change that has an accepted and established procedure
D) A Change to the service provider's established policies and guidelines

5. 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) 2, 3 and 4 only
B) All of the above
C) 1, 3 and 4 only
D) 1, 2 and 3 only

Solutions:

Question # 1 Answer: A

Question # 2 Answer: A

Question # 3 Answer: A

Question # 4 Answer: C

Question # 5 Answer: B