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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Business Relationship Management
B) Service Level Management
C) Availability Management
D) Continual Service Improvement

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

3. The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

A) Knowledge Management
B) Change Management
C) Service Asset and Configuration Management
D) Availability Management

4. What is the BEST description of the purpose of Service Operation?

A) To proactively prevent all outages to IT Services
B) To decide how IT will engage with suppliers during the Service Management Lifecycle
C) To deliver and manage IT Services at agreed levels to business users and customers
D) To design and build processes that will meet business needs

5. RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles?

A) Informed
B) Accountable
C) Consulted
D) Reliable

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