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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

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

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

3. Which processes review Underpinning Contracts on a regular basis?

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

5. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

A) Service Level Management
B) Performance Management
C) Service Asset and Configuration Management
D) Event Management

Solutions: