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Only need to practice for 20 to 30 hours

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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. How many people should be accountable for a process as defined in the RACI model?

A) Two - the process owner and the process enactor
B) Only one - the process architect
C) As many as necessary to complete the activity
D) Only one - the process owner

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

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

3. Which of these statements about Resources and Capabilities is CORRECT?

A) Capabilities are types of Service Asset and Resources are not
B) Resources and Capabilities are both types of Service Asset
C) Resources are types of Service Asset and Capabilities are not
D) Neither Capabilities nor Resources are types of Service Asset

4. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the following?

A) Service Pipeline and Service Catalogue
B) Applications and Infrastructure
C) Functions and Processes
D) Markets and Customers

5. The BEST definition of an Incident is:

A) An unplanned disruption of service unless there is a backup to that service
B) Any disruption to service whether planned or unplanned
C) An unplanned interruption or reduction in the quality of an IT Service
D) Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not

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