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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. Which processes review Underpinning Contracts on a regular basis?

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

2. The group that reviews Changes that must be installed faster than the normal Change process is called the:

A) Emergency Change Advisory Board (ECAB)
B) Urgent Change Board (UCB)
C) Urgent Change Authority (UCA)
D) Technical Management (TM)

3. The Supplier Management process includes:
1. Service Design activities, to ensure that contracts will be able to support the service requirements
2. Service Operation activities, to monitor and report supplier achievements
3. Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

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

4. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

A) Excessively reactive
B) Extreme focus on quality
C) Extreme focus on cost
D) Excessively proactive

5. What is the name of the area where the definitive authorised versions of all media
Configuration Items (CIs) are stored and protected?

A) Definitive Media Library
B) Definitive Software Store
C) Service Knowledge Management System
D) Software Secure Library

Solutions: