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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following processes are performed by the Service Desk?
1. Capacity Management
2. Request Fulfilment
3. Demand Management
4. Incident Management

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

2. Which of the following questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?

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

3. Availability Management is responsible for availability of:

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

4. As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider

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

5. Which Function would provide staff to monitor events in an Operations Bridge?

A) Applications Management
B) IT Operations Management
C) Technical Management
D) Service Desk

Solutions: