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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?

A) Service and process improvements
B) Setting measurement targets
C) Taking measurements and recording metrics
D) Baseline assessments

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. 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

4. Which of the following CANNOT be provided by a tool?

A) Data
B) Information
C) Wisdom
D) Knowledge

5. The MAIN objective of Service Level Management is:

A) To create and populate a Service Catalogue
B) To ensure that an agreed level of IT service is provided for all current IT services
C) To ensure that sufficient capacity is provided to deliver the agreed performance of services
D) To carry out the Service Operations activities needed to support current IT services

Solutions: