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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Defining the processes needed to operate a new service is part of:

A) Service Operation: IT Operations Management
B) Service Transition: Plan and prepare for deployment
C) Service Design: Design the processes
D) Service Strategy: Develop the offerings

2. Which of the following are the two primary elements that create value for customers?

A) Understanding Service Requirements and Warranty
B) Utility and Warranty
C) Value on Investment, Return on Investment
D) Customer and User satisfaction

3. Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

A) The Configuration Manager
B) The Service Level Manager
C) The Change Manager
D) The Information Security Manager

4. Which of the following statements is CORRECT?

A) The Configuration Management System is part of the Configuration Management Database
B) The Configuration Management System is part of the Known Error Data Base
C) The Configuration Management System is part of the Service Knowledge Management system
D) The Service Knowledge Management System is part of the Configuration Management
System

5. The group that authorizes changes that must be installed faster than the normal process is called the:

A) Technical Management
B) Urgent Change Board (UCB)
C) Emergency CAB (ECAB)
D) Urgent Change Authority (UCA)

Solutions: