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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following statements is INCORRECTLY assigned to its book?

A) Contains guidance on supporting operations through new models and architectures, such as shared services: CONTINUAL SERVICE IMPROVEMENT
B) Contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITION
C) Ensures that organisations are in a position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGY
D) Provides Guidance for the development of services and service management processes:
SERVICE DESIGN

2. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

A) Excessively reactive
B) Excessively proactive
C) Extreme focus on quality
D) Extreme focus on cost

3. A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:

A) High Utility and Low Warranty
B) Low Utility and High Warranty
C) High Utility and High Warranty
D) Low Utility and Low Warranty

4. Identify the input to the Problem Management process

A) New Known Errors
B) Problem Resolution
C) Incident Records
D) Request for Change

5. One organisation provides and manages an entire business process or function for another organisation. This is known as:

A) Business Process Management
B) Business Process Outsourcing
C) Knowledge Process Outsourcing
D) Business Function Outsourcing

Solutions: