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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 of the following is a good metric for measuring the effectiveness of Service Level
Management?

A) Customer satisfaction score
B) Average number of daily incidents managed by each service agent
C) Number of services deployed within agreed times
D) Number of services in the Service Portfolio

2. What is the BEST description of a Major Incident?

A) An Incident which requires a large number of people to resolve
B) An Incident which has a high priority or high impact on the business
C) An Incident that is so complex that it requires root cause analysis before a workaround can be found
D) An Incident logged by a senior manager

3. 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

4. What are the two major processes in Problem Management?

A) Reactive and Technical
B) Technical and Service
C) Proactive and Reactive
D) Resource and Proactive

5. Availability Management is responsible for availability of:

A) Services and Components
B) Services, Components and Business Processes
C) Components and Business Processes
D) Services and Business Processes

Solutions: