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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. The Definitive Media Library and Definitive Spares are the responsibility of:

A) Service Asset and Configuration Management
B) Request Fulfilment
C) Access Management
D) Facilities Management

3. Order the following Continual Service Improvement (CSI) implementation steps into the
CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement

A) 3-4-2-1
B) 1-3-2-4
C) 3-1-2-4
D) 2-3-4-1

4. Which of the following is a sub-process of Capacity Management?

A) Component Capacity Management
B) Capability Capacity Management
C) Process Capacity Management
D) Technology Capacity Management

5. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

A) It provides guidance to specific industry sectors and types of organization
B) It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000
C) It consists of five publications
D) It is also structured around the Service Lifecycle

Solutions: