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

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

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

3. Which of the following is one of the PRIMARY objectives of Service Strategy?

A) To transform Service Management into a strategic asset
B) To underscore the importance of services in the global economy
C) To provide detailed specifications for the design of IT services
D) To design and build processes that will meet business needs

4. Which of the following statements BEST describes a Definitive Media Library (DML)?

A) A secure location where definitive hardware spares are held
B) A database that contains definitions of all media Configuration Items (CIs)
C) A secure library where definitive authorised versions of all software and back-ups are stored and protected
D) A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected

5. Consider the following list:
1. Change Authority
2. Change Manager
3. Change Advisory Board (CAB) What are these BEST described as?

A) Roles, people or groups
B) Functions
C) Teams
D) Job descriptions

Solutions: