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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The BEST Processes to automate are those that are?

A) Carried out by lots of people
B) Simple and well understood
C) Critical to the success of the business mission
D) Carried out by Service Operations

2. Which of the following BEST describes a Service Request?

A) Anything that the customer wants and is prepared to pay for
B) Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting
C) Any request or demand that is entered by a user via a Self-Help web-based interface
D) A request from a User for information or advice, or for a Standard Change

3. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

A) It consists of five publications
B) It provides guidance to specific industry sectors and types of organization
C) It provides the guidance necessary for an integrated approach as required by ISO/IEC
20000
D) It is also structured around the Service Lifecycle

4. Which process lists "Understanding patterns of business activity" as a major role?

A) Request Fulfilment
B) Service Desk
C) Demand Management
D) Supplier Management

5. The two main parts of the Service Catalogue are:

A) Service Levels and Service Costs
B) Service Attributes and Service Capabilities
C) The Service Portfolio and Retired Services
D) The Business Service Catalogue and the Technical Service Catalogue

Solutions: