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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. A Known Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A) Yes
B) No, a Known Error can only be raised after the permanent resolution has been implemented
C) No, the workaround must be found before a Known Error is created
D) No, a Known Error must be raised at the same time as a problem

2. Which role is accountable for a specific service within an organisation?

A) The Service Continuity Manager
B) The Business Relationship Manager
C) The Service Level Manager
D) The Service Owner

3. Which processes review Underpinning Contracts on a regular basis?

A) Supplier Management and Demand Management
B) Supplier Management, Demand Management and Service Level Management
C) Supplier Management and Service Level Management
D) Demand Management and Service Level Management

4. Which of the following do Technology metrics measure?

A) Components
B) The end to end service
C) Customer satisfaction
D) Processes

5. Which of the following activities is NOT a part of the Deming Cycle?

A) Plan
B) Do
C) Act
D) Coordinate

Solutions: