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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is concerned with fairness and transparency?

A) Service Strategy
B) Capacity Management
C) Service Level Management
D) Governance

2. In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?

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

3. Which of the following is NOT a benefit of using public frameworks and standards?

A) They make collaboration between organizations easier by giving a common language
B) They are validated across a wide range of environments making them more robust
C) Knowledge of public frameworks is more likely to be widely distributed
D) They are always free ensuring they can be implemented quickly

4. A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:

A) Low Utility and High Warranty
B) Low Utility and Low Warranty
C) High Utility and Low Warranty
D) High Utility and High Warranty

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

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

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