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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Who owns the specific costs and risks associated with providing a service?

A) The Customer
B) The Service Level Manager
C) The Service Provider
D) The Finance department

2. Understanding customer usage of services and how this varies over time is part of which process?

A) Component Capacity Management
B) Service Portfolio Management
C) Service Level Management
D) Demand Management

3. What is the BEST description of the purpose of Service Operation?

A) To decide how IT will engage with suppliers during the Service Management Lifecycle
B) To design and build processes that will meet business needs
C) To proactively prevent all outages to IT Services
D) To deliver and manage IT Services at agreed levels to business users and customers

4. Which role would you MOST expect to be involved in the management of Underpinning
Contracts?

A) IT Designer/Architect
B) Service Catalogue Manager
C) Process Manager
D) Supplier Manager

5. IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment

A) 1, 3 and 4 only
B) 1, 2 and 4 only
C) 2, 3 and 4 only
D) 1, 2 and 3 only

Solutions: