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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following actions are you likely to take when closing a problem?
1. Close any related incident records
2. Check that the problem record contains a full historical description of all events

A) 2 only
B) Neither of the above
C) 1 only
D) Both of the above

2. Which of the following statements is CORRECT?

A) Service owners are as important to service management as process owners
B) Process owners and service owners are not required within the same organization
C) Process owners are more important to service management than service owners
D) Service owners are more important to service management than process owners

3. The BEST definition of an Incident is:

A) Any disruption to service whether planned or unplanned
B) Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
C) An unplanned interruption or reduction in the quality of an IT Service
D) An unplanned disruption of service unless there is a backup to that service

4. Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

A) Remediation Planning
B) Prioritization
C) Categorization
D) Review and Close

5. Which of the following is NOT a responsibility of the Service Design Manager?

A) Design and maintain all necessary Service Transition packages
B) Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation
C) Measuring the effectiveness and efficiency of Service Design and the supporting processes
D) Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

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