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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The group that reviews Changes that must be installed faster than the normal Change process is called the:

A) Technical Management (TM)
B) Emergency Change Advisory Board (ECAB)
C) Urgent Change Authority (UCA)
D) Urgent Change Board (UCB)

2. The BEST Processes to automate are those that are?

A) Critical to the success of the business mission
B) Simple and well understood
C) Carried out by Service Operations
D) Carried out by lots of people

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

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

4. Which of the following is a responsibility of Supplier Management?

A) Development, negotiation and agreement of the Service Portfolio
B) Development, negotiation and agreement of Organisational Level Agreements
C) Development, negotiation and agreement of contracts
D) Development, negotiation and agreement of Service Level Agreements

5. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the following?

A) Markets and Customers
B) Functions and Processes
C) Applications and Infrastructure
D) Service Pipeline and Service Catalogue

Solutions: