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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Identify the input to the Problem Management process

A) Incident Records
B) New Known Errors
C) Request for Change
D) Problem Resolution

2. Which process is responsible for sourcing and delivering components of requested standard services?

A) Request Fulfilment
B) Service Desk
C) IT Finance
D) Service Portfolio Management

3. The Left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?

A) Roles and responsibilities required for an effective service management implementation
B) Performance and capacity requirements of services and IT infrastructure
C) Validation and Testing
D) The business value that can be expected from a given service

4. What are the three Service Provider business models?

A) Internal Service Operations provider, External Service Operations provider, Shared Service
Unit
B) Internal Service provider, External Service provider, Shared Service Provider
C) Internal Service provider, Outsourced 3rd party and Off-shore party
D) Internal Service provider, External Service provider, Outsourced 3rd Party

5. Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A) 2, 3 and 4 only
B) 1, 2 and 3 only
C) 1, 3 and 4 only
D) 1, 2 and 4 only

Solutions: