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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. What are the two major processes in Problem Management?

A) Resource and Proactive
B) Reactive and Technical
C) Technical and Service
D) Proactive and Reactive

2. The Left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?

A) The business value that can be expected from a given service
B) Roles and responsibilities required for an effective service management implementation
C) Performance and capacity requirements of services and IT infrastructure
D) Validation and Testing

3. Which of the following would you expect to find in a contract for an underpinning service?
1. Service vision and mission
2. Service description and scope
3. Responsibilities and dependencies

A) 2 and 3 only
B) 1 and 2 only
C) 1 and 3 only
D) None of the above

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

5. A single release unit, or a structured set of release units can be defined within:

A) A Release Package
B) A Request Model
C) The RACI Model
D) The Plan, Do, Check, Act (PDCA) cycle

Solutions: