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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?

A) Taking measurements and recording metrics
B) Setting measurement targets
C) Baseline assessments
D) Service and process improvements

2. Understanding customer usage of services and how this varies over time is part of which process?

A) Service Portfolio Management
B) Service Level Management
C) Component Capacity Management
D) Demand Management

3. To add value to the business, what are the four reasons to monitor and measure?

A) Report; Manage; Improve; Extend
B) Plan; Predict; Report; Justify
C) Manage; Monitor; Diagnose; Intervene
D) Validate; Direct; Justify; Intervene

4. Which of the following is one of the PRIMARY objectives of Service Strategy?

A) To design and build processes that will meet business needs
B) To transform Service Management into a strategic asset
C) To underscore the importance of services in the global economy
D) To provide detailed specifications for the design of IT services

5. Availability Management is responsible for availability of:

A) Services, Components and Business Processes
B) Components and Business Processes
C) Services and Business Processes
D) Services and Components

Solutions: