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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 provides resources to resolve operational and support issues during
Release and Deployment?

A) Release Packaging and Build Manager
B) Evaluation
C) Service Test Manager
D) Early Life Support

2. 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

3. Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

A) Incident Management
B) Change Management
C) Service Level Management
D) Service Asset and Configuration Management

4. 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) Change Management
C) Availability Management
D) Service Asset and Configuration Management

5. To add value to the business, what are the four reasons to monitor and measure?

A) Validate; Direct; Justify; Intervene
B) Manage; Monitor; Diagnose; Intervene
C) Plan; Predict; Report; Justify
D) Report; Manage; Improve; Extend

Solutions: