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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The BEST definition of an Incident is:

A) Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
B) An unplanned interruption or reduction in the quality of an IT Service
C) An unplanned disruption of service unless there is a backup to that service
D) Any disruption to service whether planned or unplanned

2. Who has the responsibility for review and risk analysis of all suppliers and contracts on a regular basis?

A) The Service Level Manager
B) The Service Catalogue Manager
C) The IT Service Continuity Manager
D) The Supplier Manager

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

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

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

5. Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

A) The Service Desk Manager
B) The Request Fulfilment Process Owner
C) The Service Owner
D) The Release Packaging and Build Manager

Solutions: