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

2. Which of the following questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?

A) 1 only
B) 3 only
C) All of the above
D) 2 only

3. Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics

A) 1 only
B) All of the above
C) 1, 2 and 4 only
D) 2 and 3 only

4. What are the key processes within Service Operation?

A) Event Management, Incident and Problem Management, Request Fulfilment and Access
Management
B) Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management
C) Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management
D) Event Management, Incident Management, Request Fulfilment and Access Management

5. Which of the following is the BEST description of a Service-based Service Level Agreement
(SLA)?

A) An agreement that covers one service for all users of that service
B) An agreement with an individual customer group, covering all the services that they use
C) An agreement that covers one service for a single customer
D) An agreement that covers service specific issues in a multi-level SLA structure

Solutions: