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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

2. The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

A) Change Management
B) Knowledge Management
C) Availability Management
D) Service Asset and Configuration Management

3. Which of the following is NOT a purpose of Service Transition?

A) To provide quality knowledge of Change, Release and Deployment Management
B) To provide training and certification in project management
C) To plan and manage the capacity and resource requirements to manage a release
D) To ensure that a service can be managed, operated and supported

4. Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers

A) 1, 3 and 4 only
B) 2, 3 and 4 only
C) None of the above
D) 1, 2 and 3 only

5. IT Operations Management have been asked by a customer to carry out a non-standard activity that will cause them to miss an agreed service level target. How should they respond?

A) Refuse the request because they must operate the service to meet the agreed service levels
B) They should escalate this decision to Service Strategy
C) Make a decision based on balancing stability and responsiveness
D) Accept the request as they must support customer business outcomes

Solutions: