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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Within Service Design, what is the key output handed over to Service Transition?

A) Service Design Package
B) Service Portfolio Design
C) Process definitions
D) Measurement, methods and metrics

2. 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

3. Where should details of a Workaround always be documented?

A) The Availability Management Information System
B) The IT Service Continuity Plan
C) The Service Level Agreement (SLA)
D) The Problem Record

4. A change process model should include:
1. The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

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

5. How many numbered steps are in the Continual Service Improvement (CSI) process?

A) 4
B) 11
C) 6
D) 7

Solutions: