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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

2. Which of the following is NOT a benefit of using public frameworks and standards?

A) They are always free ensuring they can be implemented quickly
B) They make collaboration between organizations easier by giving a common language
C) They are validated across a wide range of environments making them more robust
D) Knowledge of public frameworks is more likely to be widely distributed

3. Which of the following is a valid role in the RACI Authority Matrix?

A) Configuration
B) Consulted
C) Complex
D) Controlled

4. Which of the following are the MAIN objectives of Incident Management?
1. To automatically detect service affecting Events
2. To restore normal service operation as quickly as possible
3. To minimise adverse impacts on business operations

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

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

Solutions: