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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. Defining the processes needed to operate a new service is part of:

A) Service Strategy: Develop the offerings
B) Service Design: Design the processes
C) Service Transition: Plan and prepare for deployment
D) Service Operation: IT Operations Management

3. Which of the following is a good metric for measuring the effectiveness of Service Level
Management?

A) Average number of daily incidents managed by each service agent
B) Customer satisfaction score
C) Number of services in the Service Portfolio
D) Number of services deployed within agreed times

4. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

A) Manage an activity
B) Perform an activity
C) Tell others about the progress of an activity
D) Be kept up to date on the progress of an activity

5. Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities

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

Solutions: