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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure processes and functions; Technology metrics measure server and network availability
B) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
C) Service metrics measure the end to end service; Technology metrics measure individual components
D) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

3. The BEST Processes to automate are those that are?

A) Carried out by lots of people
B) Simple and well understood
C) Critical to the success of the business mission
D) Carried out by Service Operations

4. Which of the following would NOT be a task carried out by the Request Fulfilment process?

A) Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
B) Provision of information to users and customers about the availability of services and the procedure for obtaining them
C) The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
D) Provision of information used to compare actual performance against design standards

5. Which of the following sentences BEST describes a Standard Change?

A) A pre-authorised Change that has an accepted and established procedure
B) A Change that correctly follows the required Change process
C) A Change that is made as the result of an audit
D) A Change to the service provider's established policies and guidelines

Solutions: